Worldline had to deal with an important amount of inbound calls from their merchants and wanted to reduce it to gain in efficiency and support towards them.
As the first link to solve user’s problems, the Online Selfcare platform is a crucial part of customer satisfaction.
In that context, Worldline asked dFakto to redesign this platform to offer to their customers the best user experience possible in order to onboard them in the usage of it. That aimed to structure the reception, treatment and management of their ticket requests as well as their data.
Thanks to a complete UX/UI analysis, the user experience was totally reworked in order to focus on the user, the content and the context inside the Online Selfcare platform.
dFakto proposed a customer-centric platform that enables users to benefit of self-service possibilities such as :
- raising of questions or problems
- questions or problems follow-up
- data management
- linked accounts management
- incident information
Consequently, Worldline can now provide more accurate support to their merchants and those ones can be easily onboarded in a single platform that allows them the have all the necessary resources to interact effectively with Worldline.
Additionally, in order to make the Online Selfcare available to everyone, the web application was designed as a responsive format that is available on most smartphones and tablets.
tickets created to support merchants
forms to contact Worldline in case of questions or problems
steps authentication for critical data changes