By improving the user experience of a support site, end users are enabled to resolve questions and help themselves. Thereby reducing Microsoft Xbox return rates and call center costs.
VIEW SITE @ Xbox Support
Improving site usability can contribute to the bottom line by reducing expensive customer service calls
CHALLENGE
Simplify usability of customer service site to enable customers to help themselves in an easy and efficient manner.
SOLUTION
Increased focus on online support resolution by re-designing site flow, customer needs recognition and presentation of information.
RESULT
A new, re-built-from-the-ground-up support experience that substantially increased online support resolution and greatly reduced call volumes to customer care call center.