Good to see you exploring this cellbell post.
While writing this post, whole cellbell team is really happy to present you our 3 months hard work in terms of overall redesign of Cellbell website, which is the only touch point of our customers to get in touch with us.
We were doing fine with previous website design, but there was something not right with it:
We are really fortunate to have amazing customers because of whom we did a complete redesign of cellbell website considering following customer feedbacks into our redesign:
1. I got so late response from you guys:
on analysis we found customer is trying to contact us through different support channels that we support such as whatsapp chats, emails, and calls. In that, sometimes few customer communications either get lost due to technical issues or it was missed by our support guys who try to interlink whatsapp chats with emails of the same customer.
We created a central link on main homepage bar as “Support”, which allow any customer to raise their problems directly to our support guys which won’t go unnoticed as its completely trackable under advanced helpdesk system.
Under the same central link, customers can save their time by reading common solutions which would definitely have solution to their problem. As its a fact, only 10% customers ask new questions or problems, while rest 90% customers questions can be kept as knowledgebase for other customers to refer.
For whatsapp chats, we are managing them under advanced helpdesk system using customers emails as link, so that we can refer their communications with us later also.
2. Where can I see my orders? , How to reset my cellbell password?, how to confirm my new order?
on analysis we found that our support guys replying same navigation related mail to each customer who ask that. so it was not simple to reach the customer orders page , password reset page or shopping cart page , where most are interested to go.
We created a central link “My Account” on homepage bar only to help our customers reach where they want to. using the easily accessible link, now customers can instantly check their orders, its invoice , tracking shipment information, edit their shipping address or to rest their account password.
3. Which products does cellbell offer? or I need Apple accessories only:
on analysis we found that our support guys had to guide our customers to reach each product category page or specific brand product page in order to help them place order with our help. In this, both customers and support guys where investing their precious time, which they can use to help solve new problems in their daily work.
We created a central link “Shop” on homepage bar only , in order to easily browse product category pages and specific brand wise products in order to self service order placement. it would save a big time for both customers and support guys.
4. What your company does? Do you have any vacancies? or Whom to contact for business queries? or who forms your team?
When we started, we didn’t thought these would be important to anyone. but now when we get queries like these , then our support guys had to help them reach specific page as per requirement. Even though we had pages defined in bottom footer of our site, but it was not helping much.
We created a central link “About” on homepage bar only , in order to easily browse relevant company pages as per above queries for company story, jobs, business opportunities or our team.
5. Do you have tutorial videos or blog posts about how to use this particular product?
When we started, we didn’t thought these would be important to anyone. but now when we get queries like these , then our support guys had to manually help them on instant by offering temporary video links or other useful blog posts.
We created a central link “Media” on homepage bar only , in order to easily browse relevant tutorial videos over cellbell youtube channel or read blog posts by our team members.
Along with these , 50+ design specific feedbacks helped us redesign the site in our customers favor and we will continue to refine it starting from this level: