Cleartrip support
Platform for users to chat and seek assistance for their ongoing & past bookings
About Cleartrip support
Cleartrip`s support primarily relies on chatbots to swiftly address customer inquiries. This allows human agents to focus on more pressing matters. Cleartrip support serves as an inbox tool for users seeking assistance with upcoming or past bookings. Users can discuss their questions, and the chatbot will assist them in connecting with the customer support team.
My contribution
In the project, I served as the sole designer, establishing direct communication with both the CX (Customer Experience) team and agents. My role involved closely collaborating with them to gain insights into the challenges they faced when users contacted them with various queries. The objective was to comprehensively address and solve issues across all possible scenarios, ensuring a more effective and user-friendly resolution for a wide range of use cases.
Visibility across app
We aimed to enhance the visibility of Cleartrip support across the entire application, seamlessly integrating it from the user's "profile page" to the "My Trip" section. This strategic approach ensures that users can easily connect with support not only for significant concerns but also for addressing even the minutest issues they may encounter throughout their Cleartrip journey.
Easy to interact
It was designed to be effortlessly interactive, providing users with a seamless and user-friendly experience. Support bot is crafted to ensure simplicity in every interaction, making it easy for users to navigate and address their queries.
Self Server in 10 seconds
The chatbot worked best when customers wanted to cancel or reschedule their bookings and get a refund. We looked at lots of conversations about upcoming trips and figured out the main reasons people cancel. Then, we made a simple chatbot flow to make it easy for customers.
