Gcalls Plus

The customer service department had become an integral part of every company, every industry. However, the cost of building and operating is not cheap. The owner needs to build Infrastructure, hire IT engineers for management, and manage the telesales team. Moreover, the service needs to be available 24/7. With that in mind, Gcalls brings an efficient solution for those companies.

My company had bought an account from a product of competitors so that I could understand clearly about the industry, features.

The BA team also corporates with us to define features and user stories. Thanks to that, the Product manager built a roadmap, timeline before starting doing.

The design process went through 3 phases

Based on these documents, I started drawing wireframes. The wireframe was reviewed with BA and PM every week. That made sure every information, features which I drew match their need.

After finishing the Wireframe stage, I designed UI. And of course, I need to take reference our Branding guideline to build a UI kit.

The foundation of a good user experience is delivering what the user needs as quickly as possible. The main task of telesales is always working on client information management, therefore, we focused on building a visual phonebook easy to use. Employee could:

Find a customer quickly via name or phone number

Create a new customer profile quickly

Support to import contact file in excel format

Give a signal to recognized whom customer needs to take care

Employees also need to know information such as the needs, the behavior of the person who is calling quickly, and then actively contacting customers who encountered an issue is a good point in customer service.

With that in mind, we provide customer information as soon as they are in a call. Besides that, they could record calls, take notes, and create reminders while calling. That helps for storing and analyzing the call later.

Because many employees use the same hotline, they could see every activity of other people in their dashboard. It makes it easy to share information and support together.

The feature for admin helps them know, analyze the quality of the call, then make a decision quickly

My task is to do 2 sprints ahead of the dev team, to ensure the best results and minimize errors for the next stage. UI review will be conducted at the beginning of the sprint with all participating members.

After running for almost 6 months, we already had a beta we can bring to our customers. Fortunately, our company already had a number of customers thanks to our investors. So I quickly received their feedback for improvement and bug fixes.

After I finished building web apps for the employee and admin roles, I started working on a mobile app for Android and iOS platforms. This application helps employees to be flexible about when and where to receive calls. Therefore, the features on this application are streamlined, not as complete as on the web application.

Product construction took a year. By the time our products were ready to launch the market, we received investment in the Shark tank Vietnam program.