Case Study | Technology

Read our case study about how Sutherland helped a global technology giant create a human-centric experience to drive a reduction in support volume.

Services Insight & Design
Industry Technology
MAY 10, 2021

Gaining a Holistic View of Customer Support Journeys

We needed to explore what makes an ideal support experience. We looked at a range of perspectives, from customer groups and support agents to build a new, smarter solution.

While analytics had identified pain points in distinct areas of the experience, our client lacked a full picture of how different customers were finding and using their digital support channels or the role that customer service agents played in those journeys.

Our exploration in support centers provided an agent perspective on customer support strategies and pain points, while research with a range of B2B customer groups from large to small business users revealed unmet needs and common problem-solving strategies. Applying data to these insights verified key findings and expanded further areas for future exploration.

Applying Human Insights to Grow Revenue and Reduce Costs

We mapped support journeys and identified opportunities to reimagine digital touchpoints across areas like navigation, search, content, terminology and page design. Concepts for a future support experience were co-designed, iterated and validated with customers prior to roll out.

Improvements to design and prioritization of self-serve have resulted in decreased support volume for our client’s productivity tools. Our partnership has since extended to explore the support experience for wider user groups.

We continue to provide our client with deep insight into key audiences, shaping a more human, digital experience that supports their strategic goals.

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