Customer Service Line Bot
This Line bot solved the problem of lacking human resource for customer service and automatically provide the customers with the retained number of their stocks.
Client
A Local Dairy Agency
My Role
Product Designer & Developer
Platform
Line Official Account
Problems
1
Lack Work Force
Since the business is a start-up, only 3 staff work on costumer service and had to deal with over 100 customers per day, which caused overworking
3
Flexibility
The agency want to offer more flexible order for their customer and their customers could modify their delivery amount right before delivery
2
Stock Management
The agency needs a prudent stock management system to control the stocks and the delivery order made by their costumers
4
Delivery Optimization
In order to decrease the delivery cost, the agency have to optimize the best route of the 600 addresses per week
Research
We observed that 20% of stocks in average were wasted per week, due to not timely adjustment of customers’ delivery order
According to the survey we conducted, 78% of customers found that it is hard to know how many stocks left based on their subscription and wish could check anytime they want
Due to the delivery amount flexibility the agency offer to their customers, the customer service used 69% of their time adjust the delivery amount
Design Process
- Prototype 1 and Difficulties
After discussing with the CEO and conducting basic user research, we decided to build up a website for customer to check their left stocks and adjust their delivery order first.
However, when we finished the first prototype, we invited some customers to try the new applications, but their reactances did not seem so well. According to the interviews, they pointed out that it is inconvenient to download a new APP and learn to use the new APP and interface, decreasing the accessibility and the willingness to purchase.
- Prototype 2 and Changes
Therefore, we found that we missed an important factor most of our customers originally used Line, the most widely use communication application in Taiwan, and 92% of our customers mainly use Line as the customer service tool and 8% of them use Meta and phone calls.
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As a result, we changed our decision of making a new website into extending the original functions on the Line Official Account and building up an automatic response robot.
Development
Design Draft
- Problem Solved
Customer Self-service
To solve the lack of workforce, I decided to let customers modify their delivery amount before the company starts the delivery process so that staff would not have to spend a lot of time dealing with those order changes and customers still have flexibility on their delivery amount.
Online Stock Management System
The system helps business manage the stocks and the customers could also check their own amount of stocks. Besides, because the system also contains the delivery information, the system could also helps optimize the best delivery routes.
The Go Live Product
The Project Status
This project was completed in August 2019.
According to the backstage statistics, it helps reduce 50% of manual messages per month.
The solution is not only simpler and cheaper than building a website but also more effective and solves the problems.
The Backstage Statistics