Case Study: Pinterest improves self-service support and user insights with Phase2 Technology

Pinterest - Customer Case Study

Pinterest faced challenges with its help desk system that were causing significant delays in problem resolution for its users and advertisers, hindering the self-service experience. To address this, they partnered with the digital agency Phase2 to overhaul their help platform and supporting web properties.

Phase2 implemented an intuitive, AI-powered search tool using natural language processing to quickly direct users to answers, replacing a cumbersome FAQ list. They also developed a multilingual, internationalized platform and rebuilt contact forms with conditional logic to expedite support for critical issues. This solution, built with a React frontend and Drupal, provided a faster, more streamlined experience. Additionally, Phase2 created a user behavior modeling system to provide Pinterest with valuable insights for making smarter product and support decisions, ultimately breaking down barriers to a seamless self-service experience.

Pinterest

Michelle Lee

Director of Product Marketing