Help Desk

In 2013 the Internet Solutions company launched a service selling online courses that featured dedicated custom-designed websites running on the corporate CMS system. From 2013 to 2016, more than 20 websites were launched, each representing a self-contained, individual product. Managing such a large number of products required automation, which created a need for control over product sales and advertising campaigns, as well as the provision of user support for a big pool of customers, and the simplification of website content.

>100DAILY REQUESTS

>20WEBSITES LAUNCHED

One of the problems was processing user requests. This resulted in a need to create a unified system for all websites.

Just imagine that every day you receive messages from users complaining about having paid for the access but not being able to get it. Incidentally, a user may have put a wrong email address in the feedback form – vasya@google.com, for instance, – whereas his actual email address upon registration was vasia@google.com. Sometimes things can get mixed up, with users having bought the access to one website and writing to tech support of another. Moreover, there are vast numbers of spam letters or emails from users requesting free access. If a user purchases a certain product on the Internet and something goes wrong, it could spark a flurry of negative reviews on social networks.

With these considerations in mind, we have developed a system that aggregates requests from all websites into a single interface. The requests are then subdivided into groups based on specific technical issues requiring specialist attention, and a group of questions relating to the course content, which were then referred to the authors.

We have integrated a flexible search option that runs the search across various parameters to identify users who had lost their accounts. The search parameters include, namely, email body search, all-website search, ip search, and so on. This allowed to respond to users’ problems in the most efficient and rapid manner.

The system makes it possible to manage a user account and finances – you can edit the access settings, refund money, track a payment, etc.

The interface design facilitates the task of responding to users’ questions, making it simpler and faster. As a result, it only takes one person to handle all technical issues that don’t require the knowledge of course content.

by 70%THE NUMBER OF OPERATORS REDUCED

Another function that requires automation is regular updates of website content and adding new articles. Imagine that you have to continuously check 20 control panels and add new content. To facilitate the process, a single control panel was set up for content editors for automatic publication of articles on websites and forwarding them to subscriber’s emails. Not only did it reduce the amount of time needed for content publication, but also allowed to monitor regular updating of all websites.

One of the major undertakings of this website development job was a CD sale launch with shipment via Russian Post. The new system integrates call center functions – making calls to customers, recording operator calls, managing sales statistics.

Several dozens of requests are being processed every day, and that required the simplification of the parcel dispatch procedure. The system automatically generates dispatch lists, fills in address forms for the post office, and calculates the dispatch costs.
Every order is assigned an individual tracking number. The system tracks dispatched orders and sends delivery alerts to the recipient via SMS. After the recipient has collected the disc, the order status will automatically update to “completed”. If the order has not been collected within one week, it will respectively be assigned a “failed” status, signifying a problem that needs to be addressed by the operator.

Automation of business processes has considerably reduced the number of operators.

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