Help Desk Experience

Introduction

PayamGostar is a complex B2B CRM product supporting multiple company departments. Its existing documentation was cluttered, and search was ineffective. Customers struggled to find answers, leading to longer support queues and frustration.

Opportunities

• Create better guidance for users navigating the product.
• Answer frequent customer questions simply.
• Reduce the support queue.
• Bring tutorials and documentation together in one focused place.

Benchmarking

I evaluated how large software platforms structured and maintained documentation, including GitHub-based approaches, and discussed technology options with the product manager and CTO.

Defining the problem

I surveyed customers who had contacted support in the preceding two months. The findings suggested nearly 80% of active customers did not know the documentation existed. I also interviewed colleagues from different departments, including new employees who relied on the guides.

Ideation and information architecture

Affinity mapping revealed repeated wayfinding challenges. The proposed solution used clearer categories and navigation cues to help people recognize their location and find previously viewed materials.

Wireframing and visual design

We developed wireframes and visual design for a documentation experience with clearer hierarchy, discovery, and navigation.

Launch and outcome

Following launch and observation, the case study reports an approximately 24% reduction in customer service calls.

Reflection

Even apparently simple documentation problems deserve careful research when they affect both customer experience and operational costs.