The guys focused on the case of accelerating support and showed a deep dive into the problem – they talked to different categories of clients, found their pains, looked at trends and talked with experts. They immersed into Osome’s product, looked at all the services and prices, and elaborated on the company’s plans to expand geographically. Compiled the CJM of a new user, walked the path themselves and detailed the problems along the way.
This case was based on good analysis, with clear and consistent conclusions.
I really liked the accurate interpretation of the current product research. The step back feature looks very valuable for improving the product "here and now.”
The suggestion of calculating the "happiness index" of the client is interesting. Complementing the quantitative assessment of the operator’s work with qualitative metrics - this is, from my point of view, very important; this is the direction we are going in customer service of our company.
One of the best solutions in terms of elaboration. I liked that there is a roadmap and it looks really realistic. I would also like to highlight the MVP, providing for the results in just 4 months, it is also very important in such projects.
A very comprehensive work. I liked the in-depth elaboration of the main OSOME product - the chat bot, and its development. Potentially a lot of ideas can be taken into development right away.
СЕО, Pravo Tech