Customer Feedback Chat

Owned by Laurie Allen, created
Last updated: Jan 27, 2021
2 min read

PLACE EPIC HERE - Jump to Work

 

Overview

Requested by Nathan Bohneman , CRM, on January 18, 2021

Description

We are adding a POC / MVP for a chat client on ferguson.com. One piece we’re missing is customer feedback. 

 

What is the problem?

POC is installed on Registration pages: https://www.ferguson.com/account-registration

How did you become aware of the problem?

Who is affected (customer, associate)?

  1. New customers (while the chat is limited to Registration form)

What is the value to the business and/or customers?

Ideal outcome

Understand

  1. How usable is the chat feature?

  2. Why is it helpful?

  3. When do customers prefer to use chat (vs. visit to Ferguson location, phone call, email, or text)?

  4. Why do customers prefer to use chat (vs. visit to Ferguson location, phone call, email, or text)?

  5. Rank preference for chat, phone call, email, text, visit.

Known constraints

POC will be live on Ferguson.com for only 2 more weeks.

People

UX

  • Laurie Allen

  • Drew Palko

Product Team

  • Nathan Bohneman

Stakeholders

  • Noah Borthen

  • Ashley Borelli

 

Work

Client Brief

 

Research

Study Plan

Discovery

  1. Two user groups to test and survey

    1. UserZoomGo panel of testers, screened for trade professionals (general population). Recorded, unmoderated sessions.

      1. Assign them a task and observe them

      2. After task completion, ask survey questions (same questions that actual customers get after contacting Chat)

    2. Ferguson.com customers who use the trial Chat in the Registration pages

      1. Chat associates will provide chat customer with a link to the survey.

      2. Survey questions (to be entered in Survey Analytics by Jeff Noonan/team)

Analysis

  1. UserZoom Insights Report

  2. Survey results

Stakeholder Decision

 

Design

 

Conceptualize

 

Testing

 

Production

 

Evaluation

 

Research Timeline

Resources