Ziggo customer service – a solid foundation

The results

In the summer of 2013, Ziggo’s new site went live with 252 new knowledge articles, 22 new roadmaps, 15 new troubleshooting programs and 30 newly designed landing pages. The website was improved with a substantial amount of new content and, as a result, the findability of the website increased. With these changes, Ziggo’s website formed a strong foundation and it was ready for the next step: increasing responsiveness.

Old situation

Before the redesign, Ziggo already had a large collection of service information content. However, this content was difficult to retrieve and important functionalities were missing. Furthermore, there were not enough entries to the online customer service and the information did not hold a high rank in Google.

Since customers were unable to find service information they contacted the call center (very) often. This caused a high response time on the phone and long lead times for emails. As a consequence, major KPI’s failed.

Our project objectives

  • Improve structure and navigation
  • New and improved service content
  • Additional customer service entries
  • Excellent findability
  • New functionalities

“We are honored that Ziggo is one of our

many happy customers.”

Website

Templates

Landing pages

%

Satisfied customer

Approach

After several customer surveys, we decided to build five new templates in SDL Tridion R5. In addition, a number of separate components were developed to achieve more entries to customer service.

Now, the customers should reach the correct destination within four clicks. Based on an interaction document and new designs, new templates were developed, tested and put into service.

The new templates and components were:

  • Customer service homepage
  • Customer service landing page
  • Knowledge articles
  • Roadmap
  • Troubleshooting program
  • Service components product section
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New structure

In order to meet the standard of four clicks, it was necessary to rigorously address the structure of the website. In the new situation the visitor first arrives on the homepage from which they can continue in two ways:

  • Via the process: installing, usaging or solving issues.
  • Via the product: internet, television, telephony and mobile.

Then the visitor arrives at the landing page where they proceed to knowledge articles, roadmap or troubleshooting programs.

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Activities

The new online customer service required a lot of new content. During the development of the structure, we were fortunate enough to speak with the major stakeholders. This way it was easier for us to quickly gather information.

The implementation in the CMS was the next step. The content was delivered per section (television, internet, email, administration, etc.) and published by our content managers. The troubleshooting programs were a challenging component. A smart entry and a custom structure were required. After a lot of trial and error, the migration team eventually succeeded in placing the components.

As a result, the content managers from Ziggo no longer have any issues with managing the website.

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