Customer Success and the Support Site A Deeper Dive into the value provided by our Support Site
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Customer Success and the Support Site
A Deeper Dive into the value provided by our Support Site
Deeper Dive- Problem- Research- Change- Next Steps for Lumo- What I’ve learned
The Problem
The support website lacks value
GoalsRevamp Lumo Run and Lumo Lift articles and visually redesign site
Research: Self analysis
Search feature yielded 50 results for any search involving product name
Research: Self analysis
Many articles did not provide enough value to our customers
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
Jawbone
Fitbit
Changes
Created New Categories for information
Edited and created articles
Changes
Changes
New Run categories:
Device and Data CompatibilityWearing Lumo RunApp UseLumo Run MetricsBattery & Connectivity
Old Run categories:
Getting Started Using Lumo RunSetting-Up & Using the Lumo Run SensorWearing Your Lumo Run Sensor & GearLumo Run App Features & Functions Lumo Run Metrics & Coaching DetailsLumo Run FAQ
Changes
SEO: Removed comments, and created many new tags
SE searched entire article + comments
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
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
Customer Success and the Support Site
Thank you!
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