Done in 30 seconds
Problem-solving requires deeper thinking and the curiosity to ask the right technical questions before we jump into solutions.
The customer support team would receive calls for technical support during events. Many of these were related to audio and video issues on the client side. A careful analysis of the call outcomes showed the reasons to be very basic things like hardware not connected or wifi not working. The technical team was of the view that many of these could have been resolved by the users themselves with a simple self-serve system check. Users could run it to ensure their hardware and software were compatible to avoid issues before joining a Live event.
There is a tendency among product teams to look at features among competitors and copy the same. The team came back with a 7-step process which felt tedious and time-consuming.
How do we alleviate the pain of users having to click multiple times?
Tanuj checked with the technical team if all of these tests could be undertaken in one shot in the backend. The answer was an emphatic yes.
Tanuj then came up with a one-click experience that performs all the checks in less than 30 seconds.
I performed the check and used a stopwatch to measure the time before I wrote this blog. :)
The link to pre-event system checks was embedded in all event emails that participants and speakers received after registering for an online event. And yes, the support calls for ‘Audio-Video issues’ did decline drastically.
