Young Designers '13

Diploma Project

CustRD – Towards Better Customer Support

Keywords

Information architecture
User centric design
Information update system
Customer support

Student

Srishti Rao

srishte5@gmail.com
http://www.behance.net/srishtirao

Guide

Dr Bibhudutta Baral

bibhudutta@nid.edu

Sponsor

redBus.in, Bengaluru

Synopsis

This project is a study of the current call centre in a prominent online bus ticketing company and creating a substitute for the support software keeping it up-to-date with the company’s website and its current trends.

Unnecessary complexities in the exchange process between customers and Customer Support Executives (CSEs) were reduced by designing a solution which effectively bridges the gap between the online and offline activities of the customers. The end product CustRD (Customer Relationship Desk) replaced the existing inefficient support software to enhance the end-to-end experience for customers as well as the CSEs.