My involvement in this project
We needed a smart way to help our teachers and students with their questions related to Banqer's highschool product, Banqer High. Our custom solution reduced support queries by 79.2%.
This solution provides students and teachers with instant answers, allowing them to use the platform to it's fullest while still allowing them to reach out if they can't find what they are looking for.
As well as empowering those using the platform, the reduced contact time allows us to provide richer support when and where it's needed. Data on the queries made provide us with valuable insights into how the platform is being used and where further user experience testing and improvements may need to be made.
When students aren't able to find what they're looking for we provide access to a contact form. Again, intentional friction has been introduced to give students time to think through their actions.
As there are far fewer teachers than students, teachers are able to access an always active chat function without this extra step.