After some of the issues highlighted here recently, what positive changes would you like to see to help improve starling as it grows.
Adaptive in-app FAQs
These should be easily accessible and responsive to current queries. This will help address people’s concerns faster, reduce complaints, chat requests and calls and improve the CS experience.
Add some personality
Responses in app or on social media lack emotion to the point where they feel like you’re talking to a bot. Give your team a bit more freedom to vary responses and show more emotion or have a bit of fun. That should see more of a positive response from members.
Improve the chat platform
Include visual feedback including time for response, if it has been seen and an ability to continue it later - like intercom. Remove the time limit and reorganise the layout when accessing to remove old chats. The drop-off after 5 minutes is a massive frustration, improving this alone will see benefits to responses.
In-app notification area
These disappear when clicked on, if they were within the app I’m sure you would save lots of time with unnecessary chats/calls.