Tellq Contact centre

Tellq

Overview

Tellq Multi is a new communication platform for multi channel customer support & sales via email, chat, phone & sms.
I was approached by Tellq to help them expand their call centre software to email & live chat platform. Their clients were at the time using the platform to manage calls, however they wanted to combine all of their customer support channels for seamless customer support.

Involvement

Product design sprint
User research
UX / UI design

Early wireframe for initial user flow

The Challenge

The main challenge for this project was combining many different products (Email, Live chat, Call centre, Messenger, SMS, Ticketing) into one seamless experience. While separately these products are quite simple, combining such different functionalities meant prioritising and solving lots of unique user experience problems.

First version of a Lo Fi design

Finished user flows

The Solution

I ran user interviews, user shadowing with select Tellq clients to better understand the problem they are having. After the discovery phase was done, we had a good idea on how the first version should look like: I designed an early user flow and tested it together with users. After some changes, all of our assumptions were confirmed, client was confident in the direction we were going, so I created a full information architecture and started developing high fiidelity UX designs and get them tested again.