
Ticket Reduction
Simplilearn strives for customer delight through premier professional training but faces support challenges with 16,000 biweekly queries. UX research must identify reasons and offer solutions to reduce these queries and improve learner experiences

Problem Statement
About 16,000 tickets are raised every 15 days. The LSG and CD of Simplilearn support team were unable to address to their queries in a timely manner. Due to delays, learners are experiencing a variety of concerns which is impacting their learning experience.

Business Goals

Target Audience
a.) Learner
18 - 50
- Cope up with cohort
- Get good score in assessments
- Get course certification
- Report support team, if they need any assistance
- Communicate with tutor and peers in the cohorts
b.)LSG Agent
23 - 40 (H&S)
A day in the life of a LSG Agent:

Attend Salesforce CRM tickets
Manage & conduct Live Sessions
Conduct Welcome sessions
Attend tickets on Engagex
Make Announcements through emails or community
Interact with learners through emails, webex or 3CX
c.) CD Agent
23 - 40 (H&S)
A day in the life of a CD Agent:

Attend Salesforce CRM tickets
Follow up with 3rd party vendors based on query raised by the learner
Attend tickets on Engagex
Frustations 1. Learner
Unable to finish my program
I couldn’t extend program
I’m not getting enough time finish program intime
I couldn’t understand project
I’m unable to download certificate
2. CD & LSG Agent
Duplicate queries.
Unable to address issues which are dependent on other teams.
Unable to meet daily targets due to increase in ticket inflow.
Insufficient bandwidth due to different other activities in a day.
Queries mapped to wrong categories so unable to address such issues.
Reward Plan

Preliminary focus areas
Identify the most common issues of users
Understand work flows across the LMS platform, EngageX Platform and operations
Find areas of improvement under different work flows
The Research
Since the problem statement revolves around the number of tickets being raised by learner, as part of research we planned to deep dive into the LSG and CD tickets from the customer support teams. For this activity we have taken a sample of ~16000 tickets from last 15days from the system and studied them for weeks. From the study we emerged with new directions and ended up doing following activities.
~16000
Sample tickets
15 days
Sample duration
LSG & CD
Categories
PG & Non PG
Users
Analysis & Actions
Identify the Top 10 Child Categories contributing tickets
Study tickets and classify tickets into ones that need human intervention and not.
Can tickets that don’t need human intervention to be solved through automation?
Analyse the tickets to understand issue areas and it’s the frequency
Interacted with LSMs to understand their concerns with respect to the platform
Analysis overview

Top Ticket Contributors


Top Reduction Possibilities

Top issue areas & Sample queries



Solutions



Design and Wireframes
Cohort change

Sample projects

Project evaluation status - EngageX

Project extension - through H&S

Project extension - through LE

Project Extension - through LMS

Project guidance

Potential impact

Learnings
Working with product teams while exploring strategies to reduce the ticket count is really beneficial learning experience.
I got to pick up some great Excel formulas and tricks from the product people. I appreciate them.
The chance to leverage analytics data to comprehend user behaviour in various product contexts is quite exciting.
Challenges
There is no way for consumers to provide real-time feedback.
Working with Excel sheets and discovering new formulas every day was entertaining but occasionally irksome.
Finding common slots to collaborate with members of the support staff is more challenging than anticipated.