[Opportunity] Admin tool - offer assignment improvement

Owned by Pereira, Filipa
Last updated: Jul 22, 2024
2 min read

Context

What is the context and status quo of the opportunity

Admin tool is used by the customer support team to assign ad-hoc offers to customers. Usually these offers are assigned during a call or incident resolution with the customer.

Current flow:

1- Enter offers section:

2- Select the button “Assign offers” and select the offer from a dropdown list:

In this example, only two offers are available, but in regular accounts, there are many offers to choose from.

It’s important to ensure that the customer support team can:

  • select the correct offer to assign to the customer;

  • find the offer quickly to answer to the customer on a timely manner.

Problem Statement

Summary on the opportunity main findings and what is going to be addressed

Nowadays, there are many loyalty offers available and it’s difficult for the customer support agent to quickly find the one that they are looking for.

Additionally, some of these offers have very similar names and it might be difficult to find out which is the correct one.

Expected Outcome

What are the goals the opportunity is going to address

Be able to improve the UX offer assignment process.

Possible solution: search offers by key word.

  • Example shared by the CS team: searching for “5 euros” or “20% discount” could help them to find the list of all offers that have similar names and then, they can choose the one that they’re looking for.

Success Metrics

Insights

Stakeholder Interviews

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Analytics

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User Research

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Competitor Landscape

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