Relaunch of the customer service area
eBay Kleinanzeigen
- Client
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With approximately 30 million monthly visitors, eBay Kleinanzeigen is one of Germany’s most-visited websites.
- Task
- Enhance the customer journey for users and reduce costs for the company.
- Fields of work
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- Insights
- User Research
- Service Design
Challenge
How can we save costs in customer support?
In customer support, the 20 most frequently asked questions account for 80% of costs. How can we save costs in customer support by enabling customers to find and understand solutions to frequently occurring problems more quickly and effectively?
Due to the lack of help articles and feedback options on the website, customers often turn to the call center with recurring concerns. Answering these inquiries personally incurs significant costs.
Idee
Helping people to help themselves – service design improves the customer experience
With a well-planned UX and service design, we optimize the 'Help & Support' area to allow users to resolve issues promptly through clear indexing and improved search functionality for help articles. This empowers customers to find answers independently.
These inquiries and feedback also provide valuable insights for eBay support. The support team benefits from a flexible feedback function and a customizable editorial system, while a new callback feature assists users with specific issues.
Working method
Agile implementation based on Scrum
We rely on an agile approach using Scrum, working as a collaborative eBay-Moccu team. The pages were finalized based on user feedback.
- Analysis of the frame functions
- Development of the first prototype
- UX concept, design, and development
- Digital experience
Benefits for the company
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Reduction in customer service costs.
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Convenient service strengthens customer relationships.
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Customer feedback provides valuable data for product optimization.
Live website
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