...
| Info |
|---|
What is the context and status quo of the opportunity |
🎯 Problem Statement
Problem Statement: Inconsistent Customer Contact Information During Support
...
Operational Inefficiencies Due to Lack of Access to Order Phone Number in Support/Admin Tool
In the existing system of the RBI Whitelabel Platform, users can enter a phone number at the time of placing an order that differs from the number in their profile. However, this order-specific phone number is not reflected in the Support/Admin Tool, which is critical for customer support operations. This oversight creates operational inefficiencies, as support operators are unable to contact customers on the most relevant phone number when addressing issues related to their orders.
The lack of access to the order-specific phone number significantly hinders the support team's ability to resolve customer issues quickly and effectively. This often results in increased call handling times, higher stress levels for support operators, and greater customer frustration. The ability to promptly reach a customer is vital for resolving issues such as delivery problems, order modifications, and payment disputes.
Not having the correct contact information readily available can lead to longer resolution times, negatively affecting order fulfillment rates and overall customer satisfaction. This gap in our system contributes to inefficiencies that ultimately impact the business's bottom line. Providing support teams with access to the order-specific phone number will enhance operational efficiency, reduce customer wait times, and improve key performance metrics, thereby elevating the overall customer experience across all Markets.
❔ Expected Outcome
To address the identified problem, the proposed solution is to enhance the Admin Tool by integrating a new feature to display order-specific contact information. This enhancement will ensure that any phone number provided at the time of placing an order is accessible to the support team. The solution will involve the following steps:
...
Must-Haves
Display Order-Specific Phone Number in Support/Admin Tool
Rationale: This is the core requirement to address the problem statement. Access to the order-specific phone number
will directly reduce call handling times and increase the efficiency of issue resolution.
Business Value: High. Directly impacts operational efficiency and customer satisfaction.
Dual-Contact Display:
Rationale: Add fields within the Admin Tool to show both profile and order-specific phone numbers side-by-side for each order entry.
Business Value: Medium. Enhances user experience for support operators, indirectly benefiting customers.
Search Functionality by Order-Specific Phone Number
Rationale: Enables support operators to search for orders using the order-specific phone number, further facilitating swift issue resolution.
Business Value: High. Improves the speed and accuracy of support operations.
Log Order Order-Specific Phone Number in Analytics
Rationale: Leverages the contact information on analytics .
Business Value: High. Improves the speed and accuracy of support operations.
Out of scope
Save Order-Specific Phone Number in Customer Profile
Rationale: Facilitates Order-Specific Phone Number selection and reduces the need to re-validate using OTP.
Business Value: Inconclusive, has more value if customers need to validate using OTP but .
Validate Order-Specific Phone Number using OTP
Rationale: Improves accuracy of the customer’s contact information but can generate attrition.
Business Value: Inconclusive, need to understand the impact on the ordering flow but can also help with frauds.
Notify Operator: Implement an alert system that notifies support agents when an order-specific phone number differs from the profile number.
Rationale: This will prevent agents from overlooking this crucial piece of information.
Business
...
Enhanced Communication: By having access to both contact numbers, support teams can choose the most appropriate number to reach the customer, improving communication reliability.
...
Operational Efficiency: Support teams will be able to resolve issues more quickly and efficiently, reducing the average handling time for support cases.
...
Higher Customer Retention: Efficient resolution of support issues can lead to higher customer retention and loyalty.
...
Value: Low, having both phone numbers side by side reduces value of an alert.
Target Audience
User Personas
Support Operators
Needs: Access to all relevant customer contact information, including order-specific phone numbers, to resolve issues efficiently.
Behaviors: Frequently interact with customers to address queries, complaints, and issues; rely on the Support/Admin Tool to track orders and resolve problems.
Pain Points: Current inability to access order-specific phone numbers leads to increased call handling times and customer frustration.
User Stories:
As a Support Operator, I need access to the order-specific phone number in the Support/Admin Tool so that I can quickly contact customers to resolve their issues.
Scenario: A customer reports a missing item from their delivery order. The support operator looks up the order in the Support/Admin Tool but cannot find the order-specific phone number. As a result, the operator contacts the customer using the profile phone number, which goes unanswered. This leads to delays and increased call handling times.
Restaurant Managers
Needs: Smooth operational workflow and high customer satisfaction to ensure repeat business.
Behaviors: Oversee the entire order fulfillment process; coordinate with support operators and delivery teams.
Pain Points: Operational inefficiencies due to support operators' inability to contact customers promptly, leading to delayed resolutions and dissatisfied customers.
User Stories:
As a Restaurant Manager, I want my support team to have all relevant customer contact information so that operational issues can be resolved swiftly, ensuring high customer satisfaction.
Scenario: A delivery driver cannot find the customer's address and contacts the support team for help. The support operator is unable to reach the customer because the order-specific phone number is not available, causing delays and customer dissatisfaction.
Customers
Needs: Quick and effective resolution of issues related to their orders, especially when they provide a specific phone number for that order.
Behaviors: Place orders through the Whitelabel App, sometimes using a different phone number than the one listed in their profile for specific orders.
Pain Points: Frustration due to delayed issue resolution when support teams cannot contact them on the provided order-specific phone number.
User Stories:
As a Customer, I want the support team to contact me on the phone number I provided for my order so that any issues can be resolved quickly and without hassle.
Scenario: A customer provides a different phone number for their order because their profile number is temporarily unavailable. When an issue arises, the support team calls the profile number, leading to miscommunication and a delay in resolving the issue.
❓ Open questions
📈 Success Metrics
...