Introduced feature to reduce the issue resolution time, thus increasing efficiency, saving time for the support team.
Identifying the Problem
problem
The operations team faced slow issue resolution times (averaging 6 days) due to ineffective, fragmented communication channels, leading to reduced efficiency and prolonged problem handling.
solution
Suggest implementing a group support messaging feature to centralize communication, enable quicker collaboration, and significantly accelerate issue resolution for the operations team.
Solution Snapshots
Existing Feature — 1-1 meassaging
The support team could get in touch with students and tutors via. the in app messaging feature, opening support chats, and communicating through them.
The support team can initiate a chat, and all team members can chat with the specific user through a single handle
Understanding the Requirements
Can be initiated by
Support Team
Can be joined by
Additional Support
Support handles
Distinct
Actions
Join, Close, Reopen
Items to design#1
Command Flows
Items to design#2
Command Screens
Items to design #3
Chat Screen
Items to design#4
Messages List
