20190401 - CX Update
Achievements 2019 Q1
- Launched Help Center search feature, new m-web, and also SEO improvements
- bug in tracking delays the data analysis result
- current Desktop HC visit-to-read ratio is at around 50%, improvement from 1 March 2019 which was around 40%
- read-to-contact ratio is around 12%
- Message Center latency reduction:
- reduce case creation latency by 20% – from 4-7s to 3-5s
- reduce user reply to case latency by almost 50% - from 5-7s to 2-4s
- Ops Tools:
- Omnisearch widget building block is delivered
- Booking Center building block has been delivered (in cooperation with Tools Infra team)
- Launched Chatbot MVP in ID-ID locale for "resend e-Ticket" & "resend invoice" functionality
- this MVP main objectives to learn user behavior and data training for the future Baymax (using kata.ai)
2019 Q2 Projects & Carry Over
- TAPLite revisit – embedding product ops tools inside Salesforce console, instead of using own service – also contribute in removing shared DB connection
- Engineering theme:
- ASG migration is ongoing (currently 2 out of 14 services)
- Multi-repo migration
- Removal to data-mongod & fb-mongod – related to new TAPLite
- Help Center m-apps
- enable existing apps to retrieve new content from help center data store
- rewrite the apps in React Native
- In-Apps voice – enable OPS to call overseas customer (and vice versa) via data / wi-fi
- Omnisearch integration with CDP pipeline
- Reconstruct Message Center
- Zendesk data archival (contract ends 18 Jun 2019)
- Special customer handling
- detect VIP, urgent contact
- Taking over data support of CX and OPS team
- the scope for engineering are ingestion to datalake & integration to Salesforce