In this project, we undertook a comprehensive redesign of Jibe, a cutting-edge platform by Zacoustic that revolutionizes customer experience management. Our goal was to enhance the UI/UX design, making it more intuitive, engaging, and effective for users.
Project Highlights:
1. Accurate Survey Predictions: Jibe equips agents with the tools to consistently predict customer responses to existing surveys, ensuring every interaction is aligned with customer expectations.
2. Improved Agent Engagement: We redesigned Jibe to foster a more inclusive environment where agents feel empowered to advocate for customers, enhancing their engagement and ensuring their voices are heard.
3. Augmentation of Existing Practices: Our design overhaul enhances Jibe’s ability to support existing Data Analytics, Quality Assurance, and Coaching processes. By providing accurate survey outcomes for each interaction, Jibe drives better insights and improves agent training.
4. Strong Return on Investment: The insights generated by Jibe lead to measurable improvements in key performance indicators such as NPS, customer experience metrics, reduced Average Handling Time (AHT), and lower employee attrition rates due to heightened engagement.
