I noticed the quality of our support tickets was bad. Most of it was centered around pay - an effective way to churn a user. After crunching the numbers, conducting interviews and reading more tickets, I realized our communication around pay needs to be more transparent, visible and clear.
I got a team together and we built a dashboard that breaks down payment very transparently. We made it visible by displaying this dashboard in the assistants’ portal. We also sent a copy to their emails. The product design made the breakdown very clear.
The result - on our first release, we slashed the number of support tickets in half.
