Ziggo customer service – a solid foundation
In the summer of 2013 Ziggo went live with 252 new knowledge articles, 22 new roadmaps, 15 new troubleshooting programs and 30 newly designed landing pages. The website was provided with a whole lot of new content and also the findability had improved. The website had a strong foundation now and was ready for the next project: a responsive website.
Before the redesign Ziggo already had a large collection of service information. However, the content was not easy to retrieve and important functionalities were lacking too. Furthermore, there were not enough entries to the online customer service and the information did not rank high in Google.
Since customers were unable to find service information they contacted the call centre (too) often. This caused a high response time on the phone and long lead times for email. As a consequence, major KPI failed.
- Improve structure and navigation
- More and better service content
- More entries to customer service
- Good findability
- New functionalities
“Ziggo is a happy customer. Something we are proud of”
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.
Customers reach the correct destination now 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:
- Customer service homepage
- Customer service landing page
- Knowledge article
- Troubleshooting program
- Service components product section
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 where he can continue in two ways:
- Via the process: installing, using or solving issues.
- Via the product: internet, television, telephony and mobile.
Then the client arrives at the landing page where he proceeds to knowledge article, roadmap or troubleshooting programs.
The new online customer services required lots of new content. During the development of the structure we fortunately had a lot of contact with the major stakeholders. It made it easier to quickly collect all information.
Next step was the implementation in the CMS. The content was delivered per section (television, internet, email, administration, etc.) and published by our content managers. The troubleshooting programs happened to be a challenging component. A smart entry and structure was required. After a lot of trial and error the migration team eventually succeeded.
As a result, the content managers from Ziggo no longer have problems with managing the website.