Managing a Branded Customer Care Service
Business Issue: Organising content on the customer service portal to enhance the customer services experience for customer service officers and customers.
Process: Working with an assigned taskforce, we helped to identify the structure and nature of content on the customer service portal that is effective and aligned with business needs. We conducted focus groups with Customer service to understand the gaps from an internal and external perspective and recommended content structure.
Our team of writers then created the content for migration. To ensure consistency and project handover, we also created and customised an edit style guide for the client. The process.
Results: successfully migrated new content to portal to enhance customer service.