Problem statement
Post sign-up is the most generated support touchpoints. The time spent by merchants and support agents in this area is significantly higher than the others. By improving this area will help us to deliver a better user experience while merchants get starting with SumUp products. Hence, time and cost can be reduced for the support team to resolve post sign-up enquiries.
Objective
- Understand what are the most common inquiries from merchants after they sign up
- When merchants running into those issues
- How merchants describe post sign up issues and what are their motivations
Methodologies
One-on-one interviews via video call
Duration
30 mins each
Participants Criteria
Experienced support agents from different market in Europe
Participants
5
Insight one
Problem one
Merchants don't aware and understand how to verify their account because they generally ignore the verification email until they reached their transact limit. This issue overstretched the support team's capacity and led to angry merchants.
Quote from merchants
How do I verify my account?
Oh, I thought my account is verified?
š Merchantsā pain
Donāt understand why their account is suddenly blocked
Donāt understand how to verify their account
š„“ Support agentsā pain
Overstretched the support team's capacity and led to angry merchants.
Hypothesis / change statement
By changing how and when we communicate the transact limit and verification process will alleviate merchants' confusion. Hence, reduce the time for support agents to handle these cases and their frustration from handling angry merchants.
Insight two
Problem
Merchants are confused and questioning our reliability because payout delays are not communicated clearly / not communicating in a suitable channel. This problem causes a lot of infuriating calls to the support team and leave agents frustrated.
Quote from merchants
Where is my money?
Why I'm not getting paid as usual?
š Merchantsā pain
Merchants are annoyed and questioning our reliability
They don't know where to find information about payout delays
š„“ Support agentsā pain
They are frustrated to receive these call because merchants are usually very angry, especially small business owners who rely on regular payout.
Hypothesis / change statement
Improve how and adjust where we communicate payout delays to merchants will ease their confusion and worries. Also, improve agents experience and productively.
Insight three
Problem
Merchants are frustrated with unsuccessful attempts to connecting their card reader because they couldn't find instruction to help them do so. Some merchants are not aware they need to pair the card machine with our app and they try to connect that directly in their phone setting.
This issue causes a huge amount of calls in support, and it's time-consuming to handle these issues.
Quote from merchants
How do I connect my card machine?
Well, Iāve never dealt with a card reader before.
š Merchantsā pain
Merchants are frustrated after a few attempts to connect the card machine.
š„“ Support agentsā pain
Communicating the setup guide URL to merchants verbally over the phone is difficult and frustrating.
Hypothesis / change statement
Proactively communicate the setup guide before merchants' card machine arrives will help them better understand how to connect the card reader correctly. Instruction to help merchants download the app will also help reduce touchpoints in this topic.
More case studies
ā”ļø Support centre discovery research
ā”ļø Support centre redesign