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Mastering Google Tools for Effective Customer Support

Client

Expedia Group

Audience

Customer Service Agents

Responsibilities

Design & Develop Training

Tools Used

Articulate Storyline
Adobe Illustrator
Adobe After Effects

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Overview

Customer service agents needed training on utilizing Google tools to enhance customer support, aligning with our business goals of reducing average handle time and increasing customer satisfaction.

The Problem

Despite familiarity with Google tools, observations revealed that many agents were not leveraging advanced search techniques or utilizing valuable features of Google Images and Maps. This underutilization resulted in longer AHT and associated decreased customer satisfaction.

The Solution

I implemented self-paced learning to educate agents on effective Google techniques and features, enabling them to practice and improve their customer support capabilities.

Key Course Features

Engaging Animated Video: Captivates learners and enhances understanding through storytelling and real-world examples.
Exploration Activities: Promotes active learning, allowing agents to investigate and experiment at their own pace, fostering curiosity and deeper comprehension.
Customer Scenario Activities: Provides realistic applications of concepts, enabling agents to practice problem-solving and decision-making in a safe environment, thereby building confidence for real-world interactions.

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Action Mapping

Using action mapping, I identified essential Google techniques and features for agents to meet business objectives. This involved conducting internal research and interviewing top-performing agents in contact centers. The insights gained informed the design of activities that focused on practicing these critical techniques.

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Design Process

Text-Based Design Blueprint

I created a detailed design blueprint that established performance objectives based on Bloom's Taxonomy. Assessment questions aligned with these objectives ensured a clear connection between learning goals and evaluation. The assessments guided the design of video content, interactive exercises, and scenario-based practice, resulting in a cohesive learning experience.

Note: The assessment was published separately to facilitate tracking in the LMS as per company policy.

Through collaboration with subject matter experts, I differentiated essential content from "nice-to-know" information, streamlining the training and reducing completion time while retaining critical knowledge.

Interactive Prototype

Upon blueprint approval, I developed a rapid prototype using Articulate Storyline. The self-paced course featured an intuitive interface, with graphics designed in Adobe Illustrator, reflecting Google’s branding. The prototype included:

Engaging Animated Video

I storyboarded the video, developed graphics in Illustrator, recorded the voiceover in Reaper, and animated it in After Effects. Video quality was ensured through a review in Adobe Frame.io with stakeholders.

Click Play to watch a case study video.

Exploration Activities

Created in Articulate Storyline, these activities allowed learners to actively explore useful Google Search, Maps, and Images features.

Customer Scenario Activities

Developed in Articulate Storyline, these activities offered realistic practice scenarios, enabling agents to enhance their problem-solving and decision-making skills.

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Full Development

After stakeholder review and sign-off on the prototype, I proceeded with full course development, enhancing introductory videos and activities based on valuable feedback from stakeholders.

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Results

This training became an integral part of the global new hire curriculum, effectively preparing agents to support customers. The training contributed to our business goals by reducing AHT and increasing customer satisfaction, as evidenced by improved metrics such as decreased average handle time (AHT) and increased Net Promoter Scores (NPS).

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