The architecture of Mobimeo’s MaaS platform is the foundation of a technical system made up of many components. Their interaction ensures that users are always well guided and informed when using their chosen mode of transport. Some of these are clearly visible to app users, such as the multimodal route search or the alarm function. But Mobimeo’s MaaS platform also provides functions that operate behind the scenes, such as the newly developed customer support system MobiSupport. It helps our customers from the transport companies and associations to support app users with any issues they might encounter.
It’s a familiar story to almost anyone in customer support: a user calls the support hotline and describes a problem. By the time the employee has ascertained who the user is, which process is posing a problem and what is causing it, a large chunk of time has been spent. This is precisely where MobiSupport comes in.
MobiSupport is a web tool that our customers can provide to their customer support teams to help them comprehend requests and problems from app users as clearly as possible and to advise and assist them accordingly.
MobiSupport includes a variety of features that enable customer support agents to view user accounts and transactions, based on agreed-upon authorisations, rights, and roles, and to assist them accordingly. These include:
MobiSupport enables our customers to efficiently process their entire range of support cases. To ensure that this remains the case, we keep on developing the system and providing new features on an ongoing basis. The development is driven by the needs of our customers, by the expansion of our app functionality and by broader innovations in the market or the relevant technologies.
Our goal is to make the work of customer support teams easier with the help of MobiSupport. That’s why we place great emphasis on a simple user interface (UI) and a good user experience (UX) for this tool – just as we do for the apps we offer. To achieve this goal, we conduct interviews and prototype tests in the course of developing new features. To optimise MobiSupport for handling support cases, we pay attention to how quickly and efficiently each existing and new system feature can be used in support. Targeted and anonymised usage analyses help us to make improvements where they matter most.
It is particularly important to us that customer support teams, whose members handle support requests for multiple products with different requirements, can also use MobiSupport intuitively and easily. This enables them to process requests without having to read through lengthy instructions or consult other employees. What’s more, new colleagues can rapidly learn how to use the tool without going having to complete extensive training.
Another goal of ours is to make MobiSupport usable for all people in a diverse team – including those who have special needs or disabilities and require certain assistive technologies in their everyday work. MobiSupport can already be fully controlled by keyboard and used with screen readers. But ongoing development is needed to ensure universal accessibility. To achieve this, we use automated and manual tests to check that all MobiSupport features meet the accessibility standards of the Web Content Accessibility Guidelines (WCAG) Level AA.
One thing we are particularly proud of is the way we continue to develop ourselves and our tool. We are constantly exchanging ideas with the customer support agents who use MobiSupport. We want to understand how and why they use MobiSupport in a certain way in their everyday work and how we can improve the tool.
We analyse key workflows in customer support and use the insights gained to ensure that MobiSupport provides precisely the assistance needed. For example, it is important for us to know: What queries do app users make to customer support and how do these develop qualitatively and quantitatively over time? Which support queries are being handled extremely well for app users, and which could be handled better? Which workflows take place within MobiSupport, which take place externally, and which are distributed across multiple systems? What workarounds are used when the available features do not suffice?
When developing MobiSupport as part of our platform, just as in the design of our apps, we follow a user-centric product development approach (https://mobimeo.com/mobimeos-nutzungszentrierter-ansatz-zur-entwicklung-digitaler-produkte/). We believe that customer support is enhanced when the tool works for the person using it, not the other way around.
“I am very grateful for the tool. It has a sleek, modern design and many features that work intuitively. I particularly like the search function for finding users and the FAQs. They are easy to understand and clearly structured, both from a user and a customer support perspective. I find it very practical to be able to contact technical support quickly and I appreciate the continuous development. This is genuinely a hundred times better than our previous tool and shortens the paths we need to take to resolve an issue. This free up more time for the users and for other tasks.”
Supervisor Customer Support