NH DESIGN

Inbound calls

CLIENT:

REVOLUT

LENGTH:

8 WEEKS

PLATFORM:

MOBILE + WEB

TEAM:

CX · CRM

SOLUTION

LLM generated topic analysis

Topics are identified and generated across all user feedback to provide trackable user problems and insights over time

PROBLEM

1

Lack of direct call support negatively affects customer trust

Market competitiveness: 9/10 of key competitors offer inbound call support
Biggest detractor: 4.3% of users to not choose Revolut as their primary bank due to lack of inbound calls

PROBLEM

2

Customers face impersonation scams when calling Revolut Support

Need to call: Customers want to call Revolut for an enhanced support experience
Impersonation risks: Traditional cellular calls pose impersonation risks due to minimal authentication

Need to call: Customers want to call Revolut for an enhanced support experience
Impersonation risks: Traditional cellular calls pose impersonation risks due to minimal authentication

Need to call: Customers want to call Revolut for an enhanced support experience
Impersonation risks: Traditional cellular calls pose impersonation risks due to minimal authentication

PROCESS

It was clear we needed to implement some form of inbound in-app calls. So first, it was pivotal to understand how the logic, user journey mapping and interactions with the agent's side would work

High-level flow logic
Entry point optimisation
Queue routing logic

High-level flow logic
Entry point optimisation
Queue routing logic

High-level flow logic
Entry point optimisation
Queue routing logic

After understanding the logic and high level flows, I was then able to proceed to designing screen where after multiple iterations we landed on our solution

SOLUTION

In-app calls

Designed to create a secure in-app connection for anti-fraud, authentic communication

In-app calls

Designed to create a secure in-app connection for anti-fraud, authentic communication

In-app calls

Designed to create a secure in-app connection for anti-fraud, authentic communication

Priority support

Paid plan users benefit from shorter call queue times through a customer and agent optimised UX

Priority support

Paid plan users benefit from shorter call queue times through a customer and agent optimised UX

Priority support

Paid plan users benefit from shorter call queue times through a customer and agent optimised UX

Seamlessly integrated

Designed holistically to work with chat, throughout the app and across all scenarios

Seamlessly integrated

Designed holistically to work with chat, throughout the app and across all scenarios

Seamlessly integrated

Designed holistically to work with chat, throughout the app and across all scenarios

SOLUTION

In-app calls

Designed to create a secure in-app connection for anti-fraud, authentic communication

RESULTS

Led the design of inbound in-app calls for comprehensive flows in the customer-facing mobile app as well as in the internal agent web tool - leading to:

100% reduction

in 2nd-line escalations from 120 -> 0 per day

5x increase

in support capacity from 40 -> 200 call agents

Customer focus

through streamlined mobile call flows

Agent efficiency

through optimised web design for swift support

100% reduction

in 2nd-line escalations from 120 -> 0 per day

Customer focus

through streamlined mobile call flows

5x increase

in support capacity from 40 -> 200 call agents

Agent efficiency

through optimised web design for swift support

100% reduction

in 2nd-line escalations from 120 -> 0 per day

Customer focus

through streamlined mobile call flows

5x increase

in support capacity from 40 -> 200 call agents

Agent efficiency

through optimised web design for swift support

AI web tools

Inbound calls

SOLUTION

LLM generated topic analysis

Topics are identified and generated across all user feedback to provide trackable user problems and insights over time

PROBLEM

1

Lack of direct call support negatively affects customer trust

PROBLEM

2

Customers face impersonation scams when calling Revolut Support

Customers face impersonation scams when calling Revolut Support

Customers face impersonation scams when calling Revolut Support

PROCESS

SOLUTION

In-app calls

Designed to create a secure in-app connection for anti-fraud, authentic communication

In-app calls

Designed to create a secure in-app connection for anti-fraud, authentic communication

In-app calls

Designed to create a secure in-app connection for anti-fraud, authentic communication

Priority support

Paid plan users benefit from shorter call queue times through a customer and agent optimised UX

Priority support

Paid plan users benefit from shorter call queue times through a customer and agent optimised UX

Priority support

Paid plan users benefit from shorter call queue times through a customer and agent optimised UX

Seamlessly integrated

Designed holistically to work with chat, throughout the app and across all scenarios

Seamlessly integrated

Designed holistically to work with chat, throughout the app and across all scenarios

Seamlessly integrated

Designed holistically to work with chat, throughout the app and across all scenarios

SOLUTION

In-app calls

Designed to create a secure in-app connection for anti-fraud, authentic communication

RESULTS

100% reduction

5x increase

Customer focus

Agent efficiency

100% reduction

Customer focus

5x increase

Agent efficiency

100% reduction

Customer focus

5x increase

Agent efficiency

RELATED ARTICLES

MORE

AI web tools

Global search