The Customer support for ICLink
ICLink is an ordering platform developed by ICL Group, a leading global specialty minerals company. The platform streamlines the ordering process, enabling clients to efficiently select and purchase the right products. By reducing the number of contact points, ICLink simplifies transactions and enhances overall customer experience.
01
Problem Statement
ICL's new ordering platform, ICLink, is now slowly being introduced to their clients worldwide. They range from wholesalers to farmers, sports organizations, and more. The demand for products varies significantly from one client to another. While one may request a small package, another might require six full truckloads. This also goes for the distribution of the product. Whereas one always orders to the same place, other clients have a full address book. The variety of possibilities makes managing the platform for users complex.
02
Solution
In situations of complexity, there is a certain need of support. And in time-sensitive scenarios, it's crucial to find accurate answers quickly. Therefore, establishing a dedicated customer support page is necessary.
03
The product
As a team, we reviewed a range of existing customer support pages, including some from competitors. By combining these with the client's needs and limitations, we came up with a solid list of requirements. To communicate this clearly with the client, I put together a sitemap and created wireframes to help visualize the structure.
The homepage, should live to its potentieel by activate users to order ICL goods, inform and support and inspire about different product topics. From there, users can begin their journey to the support page, where they’ll be guided step-by-step to find the answers they need. We’ll show some general topics to help users in their search, leading them to the right solution. FAQs will offer quick answers, and if they need more help, they can easily get in touch via email.
04
Result
The support pages are made up of different blocks, tailored to the type of information the user is looking for. For example, they might be searching for a specific page or just need guidance on how to do something. Depending on their needs, they can find links, detailed explanations, or even video tutorials to help them out.