AI Chatbot Strategy: A Data-Driven Infographic

Unlocking Support Efficiency

A data-driven analysis of customer support tickets reveals a clear path to reducing workload and improving the user experience.

30.3%
of all tickets are for Underwriting & Identity Verification

The Core Challenge: Onboarding Friction

The vast majority of support requests are not about broken features, but are concentrated in the complex, multi-step process of account application, underwriting, and initial setup. This indicates a critical knowledge gap during the customer onboarding journey.

Top 10 Support Ticket Drivers

An analysis of 300 support tickets pinpoints the exact issues driving customer inquiries. Underwriting and account management dominate the queue.

How Customers Ask for Help

Different support channels tell different stories. Slack is the internal escalation path for underwriting failures, while the website form is the primary channel for end-users reporting operational issues.

Slack: The Internal Escalation Funnel

The vast majority of Slack-based tickets are from Payfactory, flagging complex compliance issues that require manual intervention from the support team.

Web Form: The End-User Voice

Customers using the support form are focused on post-sale operational issues, such as upgrading accounts and reconciling transactions.

The Critical Knowledge Gap

The website is built to sell the service, not to teach customers how to use it. This creates a frustrating user journey where simple errors lead directly to support tickets.

Current Frustrating Journey

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New User attempts to apply for an account.
↓
❓
Confusion. User makes a small error (e.g., TIN mismatch) due to lack of guidance.
↓
🚩
Underwriting Flag. Application is flagged internally by Payfactory.
↓
🎫
Ticket Created. A support ticket is created, beginning a reactive, multi-day resolution process.

Ideal Self-Service Journey

👤
New User considers applying for an account.
↓
🤖
AI Chatbot Assists. Bot proactively provides a link to the "Underwriting Guide".
↓
✅
Success. User submits a complete, correct application on the first try.
↓
🎉
No Ticket Needed. The user is onboarded smoothly, and a support ticket is avoided.

The Path Forward: A Content-First Strategy

The chatbot can only be as smart as the information it can access. Success requires creating a new library of support-focused content that addresses the most common user problems.

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Priority 1: Underwriting & Application Guide

A comprehensive guide to demystify the application process, including checklists for TIN, non-profit status, and Control Prong verification.

🥈

Priority 2: "Follow the Money" Reconciliation Guide

A visual guide with diagrams and annotated reports to explain how to trace transactions from invoice to bank deposit across all platforms.

🥉

Priority 3: Common Error Troubleshooting Library

A living knowledge base of short, focused articles that provide step-by-step solutions for specific, recurring error messages.