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Help Desk: Empowering Support Teams, Reducing Call Volume

Customer Support

Help Desk: Empowering Support Teams, Reducing Call Volume

Designing a smarter and more autonomous support experience for Genetec’s integrators and clients.

Project Overview

The Help Desk tool was created to reduce the overwhelming number of calls to Genetec’s customer service by equipping integrators with a self-service solution. By enabling faster, more contextual support, the system helped users resolve basic issues independently while ensuring Genetec had clear, organized escalation paths for more complex problems.

Problem Statement

The Genetec support team was facing a high volume of customer calls, many of which were repetitive or solvable without direct intervention. Integrators, who serve as a bridge between Genetec and end customers, lacked a centralized tool to track issues or provide timely support. As a result, Genetec had limited visibility into support history, which made escalations inefficient and delayed resolutions.

Industry

Customer Support

My Role

Senior User Experience Designer

Platforms

Mobile (iOS and Android)

Timeline

February 2019 - June 2019

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Outcome

Significant reduction in Genetec call volume as integrators used the tool as a first line of support.
Escalated issues included better documentation, leading to faster resolution times.
Integrators felt more empowered and responsible, improving relationships with end customers.

Persona

Nick Amgram

Security System Integrator / Technical Consultant

An integrator responsible for installing and maintaining Genetec systems for clients in the field.

Age: 46

Location: Houston

Tech Proficiency: High – technical background

Gender: Male

Goal

Resolve common customer issues independently, without contacting Genetec support.

Have access to a shared issue history and status tracking.

Escalate only when truly necessary, with all relevant context already documented.

Frustrations

Calling support wastes time and is rarely documented for future reference.

Lack of ownership or visibility into support progress.

Having to repeat issues to multiple Genetec reps during escalation.

Process

[01] User Research

Reviewed support ticket logs and call center analytics to identify top repeated requests.

Conducted interviews with integrators to understand pain points in the support journey.

Mapped escalation workflows to identify where context was lost or duplicated.

[01] User Research

Reviewed support ticket logs and call center analytics to identify top repeated requests.

Conducted interviews with integrators to understand pain points in the support journey.

Mapped escalation workflows to identify where context was lost or duplicated.

[01] User Research

Reviewed support ticket logs and call center analytics to identify top repeated requests.

Conducted interviews with integrators to understand pain points in the support journey.

Mapped escalation workflows to identify where context was lost or duplicated.

[02] Insights

Integrators often had the knowledge to fix minor problems but lacked an efficient tool.

Support teams were acting more like first responders to preventable issues.

Escalations were poorly documented, requiring agents to ask the same questions again.

[02] Insights

Integrators often had the knowledge to fix minor problems but lacked an efficient tool.

Support teams were acting more like first responders to preventable issues.

Escalations were poorly documented, requiring agents to ask the same questions again.

[02] Insights

Integrators often had the knowledge to fix minor problems but lacked an efficient tool.

Support teams were acting more like first responders to preventable issues.

Escalations were poorly documented, requiring agents to ask the same questions again.

[03] Design Solution

Introduced a help desk interface with structured issue categories and automated guidance.

Built a case history view to keep records clear and accessible to all parties.

Enabled integrators to take the first steps before triggering escalations to Genetec.

[03] Design Solution

Introduced a help desk interface with structured issue categories and automated guidance.

Built a case history view to keep records clear and accessible to all parties.

Enabled integrators to take the first steps before triggering escalations to Genetec.

[03] Design Solution

Introduced a help desk interface with structured issue categories and automated guidance.

Built a case history view to keep records clear and accessible to all parties.

Enabled integrators to take the first steps before triggering escalations to Genetec.

[04] Testing & Iteration

Created wireframes of case intake flows and ran validation with integrators on-site.

Tested a status dashboard with support agents to ensure clarity and priority visibility.

Integrated feedback loops to capture missing info at the time of ticket creation.

[04] Testing & Iteration

Created wireframes of case intake flows and ran validation with integrators on-site.

Tested a status dashboard with support agents to ensure clarity and priority visibility.

Integrated feedback loops to capture missing info at the time of ticket creation.

[04] Testing & Iteration

Created wireframes of case intake flows and ran validation with integrators on-site.

Tested a status dashboard with support agents to ensure clarity and priority visibility.

Integrated feedback loops to capture missing info at the time of ticket creation.

Key Learnings

Empower Before Escalate

Giving users tools to solve problems on their own first leads to faster resolution and fewer bottlenecks.

Empower Before Escalate

Giving users tools to solve problems on their own first leads to faster resolution and fewer bottlenecks.

Empower Before Escalate

Giving users tools to solve problems on their own first leads to faster resolution and fewer bottlenecks.

Visibility Builds Trust

A shared view of issue history helped Genetec and integrators work more like partners.

Visibility Builds Trust

A shared view of issue history helped Genetec and integrators work more like partners.

Visibility Builds Trust

A shared view of issue history helped Genetec and integrators work more like partners.

Not All Support Needs to Be Live

Asynchronous support options like ticket intake and automated troubleshooting can dramatically improve efficiency.

Not All Support Needs to Be Live

Asynchronous support options like ticket intake and automated troubleshooting can dramatically improve efficiency.

Not All Support Needs to Be Live

Asynchronous support options like ticket intake and automated troubleshooting can dramatically improve efficiency.

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