Vinted Help Center

At Vinted we always design with impact in mind. Here is one of the examples:

Several months ago, my team got a mission to decrease support tickets count per 1000 transactions. The first thing we've figured out — questions variate based on transaction status ("Processing", "Shipping", "Shipped", "Received", etc.). Also, that most common questions are the same and related to first buying or selling experience.

That's why we've built new Help Center around members transactions and members knowledge about our product. This allowed us not only to shorten the flow of helpful questions from both "Help Center" and "Checkout" flows, but also adapt step-by-step resolution answer for every individual member.

We've decreased the number of support tickets count per 1000 transactions more than 50%.