Circles.Life is Singapore’s first digital Telco. An innovative and young company, they are known for their creative and attention-grabbing marketing campaigns.
I was honoured to work with Circles.Life as my final year project and was involved in making recommendations to their customer service process, website as well as their app.
Customer Service Process
As a digital telco and as part of the efforts to keep costs low, Circles.Life do not have a hotline nor 24/7 support. This means that users may face some inconvenience when trying to seek help from Circles.Life. Based on our research survey data, 79% of telco customers call hotlines to resolve queries, hence we proposed the implementation of an AI Hotline, where users can speak to an AI agent to resolve queries.
The rationale of having an AI hotline also serves to meet relevant customer needs through providing a faster turnaround time and greater quality of help. This is because the AI hotline would mean 0 waiting time and immediate provision of answers on top of having a stronger human touch.
AI Agent Mock Up
Website
About 78% of users who enter Circles.Life Help page do not attempt to search for answers, indicating that the Help page may be designed in a way that is not intuitive or user-friendly enough and as a result, increases the friction for searching.
Users have to click through an average of 3 pages to reach an answer page, further reducing their motivation to use self help and they would rather turn to a live agent.
Proposed Webpage Design
App Features
There are several important processes that were not available via the app and this can cause inconvenience in users since it is difficult to search for the corresponding information.
Hence, we proposed the implementation of a simple GPS Locator in the app so that users can quickly locate the nearest roadshows via the Circles.Life App without the need to search through the website to seek physical help. This helps to improve the search process.
Taking inspiration from delivery apps such as FoodPanda and GrabFood, we proposed the implementation of a live GPS Tracking System for users to check their sim delivery process quickly and easily through the app. This allows customers to feel updated and in control, thus improving customer satisfaction and delight.
