Company E logo

2015 Helpdesk CX Redesign

Reducing Helpdesk CX Emails by 14%

Description Web Responsive App | Marketplace | BtoB/C

Launched a new and improved Kijiji Help Desk to better enable users to find answers to questions and to improve the Customer Service case escalation process (live chat & email to case). Help articles will also display high resolution images and have embedded 'How to' videos. Live Chat is also responsively built, and is already showing to be a more robust/ reliable iteration!

Kyle Keele’s Role: Lead Designer (Army of one)

Anders brand wordmark in white placed on top of an image of a modern interior design.
Anders brand wordmark in white placed on top of an image of a modern interior design.
Anders brand wordmark in white placed on top of an image of a modern interior design.

-14%

Reduction in Email Escalation

.39%

News Listing : CS Contact Ratio

20%

Decrease in CS Emails with Self-serve

2.5hr

Reduction in First Response Time

KYLE KEELE.🍁

20+ Years Experience UX and User Research Leader

-14%

Reduction in Email Escalation

.39%

News Listing : CS Contact Ratio

20%

Decrease in CS Emails with Self-serve

2.5hr

Reduction in First Response Time

Company E logo

2015 Helpdesk CX Redesign

Reducing Helpdesk CX Emails by 14%

Description Web Responsive App | Marketplace | BtoB/C

Launched a new and improved Kijiji Help Desk to better enable users to find answers to questions and to improve the Customer Service case escalation process (live chat & email to case). Help articles will also display high resolution images and have embedded 'How to' videos. Live Chat is also responsively built, and is already showing to be a more robust/ reliable iteration!

Kyle Keele’s Role: Lead Designer (Army of one)

Anders brand wordmark in white placed on top of an image of a modern interior design.
Anders brand wordmark in white placed on top of an image of a modern interior design.
Anders brand wordmark in white placed on top of an image of a modern interior design.

-14%

Reduction in Email Escalation

.39%

News Listing : CS Contact Ratio

20%

Decrease in CS Emails with Self-serve

2.5hr

Reduction in First Response Time

Company E logo

2015 Helpdesk CX Redesign

Reducing Helpdesk CX Emails by 14%

Description Web Responsive App | Marketplace | BtoB/C

Launched a new and improved Kijiji Help Desk to better enable users to find answers to questions and to improve the Customer Service case escalation process (live chat & email to case). Help articles will also display high resolution images and have embedded 'How to' videos. Live Chat is also responsively built, and is already showing to be a more robust/ reliable iteration!

Kyle Keele’s Role: Lead Designer (Army of one)

Anders brand wordmark in white placed on top of an image of a modern interior design.
Anders brand wordmark in white placed on top of an image of a modern interior design.
Anders brand wordmark in white placed on top of an image of a modern interior design.