Live Chat for Customer Service: a UX Case Study

2021 / RESEARCH + DATA ANALYSIS + BUSINESS & UX STRATEGY

Photo by Volodymyr Hryshchenko on Unsplash

OVERVIEW

Recently Takeaway.com and JustEat.uk have become one. This coalition made our company much bigger, more complex and expanded operations in several new countries. With this new challenge, many teams around JET (JustEatTakeaway) have started to work on the integration both of these platforms to create a global but local consumer experience across markets.

As we prepared to migrate the Takeaway.com services in Denmark and Norway, we had a new challenge — to integrate a pre-existing live chat to connect consumers directly with our customer support team. With that in mind, the product team questioned if it might be a good thing to implement in all of our other customer support teams spread all over Europe. That’s when I proposed to my team that I could write a case study about Live Chat, so we could make an informed decision about its implementation.

My goal was to answer the following questions:

1. Is Live Chat worthy as a feature? (Business and user value)
2. Will our Customer Service agents be able to handle the amount of messages? (Capacity)
3. In which scenarios is Live Chat actually needed? (Moments of a Journey)