Stacy is  an UI/UX designer based in Seattle. She is available for freelance projects, so please get in touch.

Ciboodle Avoid Propensity

Ciboodle Avoid Propensity

Ciboodle is the tool that the Sears call center agents use when receiving calls. When a customer had purchased a Protection Agreement and calls in with a broken appliance, it is in the business's best interest to vet the symptoms and make sure it is not a simple fix like flipping a switch, or waiting 48 hrs after the customer had adjusted the refrigerator setting. It saves the business money when they could catch these cases without rolling out a truck.

The tool used to help call center agents determine whether a call is avoidable or not is called Advanced Diagnostics. It is built using decades of repair data Sears has collected - and it uses triage questions to determine which is the broken part in an appliance. 

The goal: Help call center agents increase Avoids.

The solution: An Avoid Propensity tool pops up within Ciboodle when the model# and symptom combination yielded high avoid probability. It guides the agents with a list of triage questions to help them narrow down the cases.


 
 
 
Technician Assist

Technician Assist

Sitemaker Redesign

Sitemaker Redesign