Reduced call volume to customer support with a next-generation self-service portal that empowered customers with an accurate, intuitive and personalized document search portal.
Challenges
The client has thousands of products across various business groups, used by millions of users across the globe. Each product has hundreds of technical documents that have evolved over the years leading to:
- High call volumes to customer support
- Multiple documentation portals
- Inefficient search and navigation
- High costs for on-call support
Leveraged Persistent Digital Greenhouse and a team of industry, technology and design experts for a series of workshops and stake holder interviews with multiple business groups. Created user personas and journey maps that helped identify critical experience breakdown points and priority areas for experience improvement. Helped the client envision the solution with vision mockups and validated prototypes that paved the path to a highly customer-centric solution – a next-generation self-service customer portal. The solution empowered customers with an accurate, intuitive and personalized document search across all client products globally.
Outcomes
- Single search framework across all products
- Significant cost reduction due to decrease in customer support calls
- Personalized, intuitive and clutter-free search experience for customers
- Moved from ‘better search’ to ‘better self service’ with concise step-by-step solution documentation replacing large PDFs
