Caracara — Felix Cheng

Caracara - Multi-item Concession

Caracara was a project in Customer Service aimed at creating the next-generation software to support customer service associates in helping customers with their post-purchasing needs. I drove several parts of this product, including an enhanced workflow to streamline the processing of multi-item concessions.

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There are various purchasing scenarios that can occur when customers purchase multiple items in one or more orders. These may be simple to deliver, but they present a challenge when concessions are requested.

Multi-item concessions need to account for multiple-entity scenarios and issues at the item, package, and order levels. Customer service associates have an intuitive workflow to handle single-item transactions, but it becomes inefficient when customers request concessions on more than one item. This often required going through the workflow repeatedly for each individual item, which results in a frustrating experience for both the associate and the customer. Customers are typically transferred to a specialist in these use cases.

There are multiple scenarios that can happen. While some of these are edge cases, they still needed to be accounted for.

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With the added complexity, the solution needed to achieve several goals:

Ensure the workflow is understandable and easy to learn.
Help associates understand the request quickly, communicate it effectively, and successfully guide customers through the transaction.
Clearly show how items and packages break down, so associates and customers can communicate with the same mental model.
Help associates process multiple concessions in one transaction while ensuring they get what the customer needs.

To achieve this, we took prompts from real customer calls to understand their mental models and typical communication patterns to create a “question tree” experience. This guides associates through a set of decisions that quickly identifies the problem, offers the available options, and leads to the resolution for customers.

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Understanding customers typically identify a single item to begin their request, the workflow ingresses from this as an anchor to reveal other related items (items purchased together, shipped together, shipped separately, or shipped with items from different orders).

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After the experience launched, customer service associates were able to handle these more complex calls quicker than before, and 5.5% of previously unsolvable contacts became solvable without needing to transfer customers.

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