Support Site Presentation
- 1. Customer Success and the Support Site A Deeper Dive into the value provided by our Support Site
- 2. Deeper Dive - Problem - Research - Change - Next Steps for Lumo - What I’ve learned
- 3. The Problem The support website lacks value Goals Revamp Lumo Run and Lumo Lift articles and visually redesign site
- 4. Research: Self analysis Search feature yielded 50 results for any search involving product name
- 5. Research: Self analysis Many articles did not provide enough value to our customers
- 6. Research: Jawbone, Fitbit analysis - More content about product use provided by articles - Troubleshooting articles provide steps to set the customer up for success - Stronger organization of content
- 7. Jawbone
- 8. Fitbit
- 9. Changes Created New Categories for information Edited and created articles
- 10. Changes
- 11. Changes New Run categories: Device and Data Compatibility Wearing Lumo Run App Use Lumo Run Metrics Battery & Connectivity Old Run categories: Getting Started Using Lumo Run Setting-Up & Using the Lumo Run Sensor Wearing Your Lumo Run Sensor & Gear Lumo Run App Features & Functions Lumo Run Metrics & Coaching Details Lumo Run FAQ
- 12. Changes SEO: Removed comments, and created many new tags SE searched entire article + comments
- 13. Next Steps - Improving the site is a constant project - Include CSAT (survey) question for measurement of how the support site helped the customer - Future visual redesign of the site
- 14. What I’ve learned as an Intern Lifelong skills and Project Skills -Rebecca’s thought/information organization technique - Competitor analysis - Search Engine Optimization - Professional Communication and time management
- 15. Customer Success and the Support Site Thank you!