A Unified Support Experience, Inside and Out
Known for its commitment to ambitious innovation and a human-centered approach to home appliances manufacturing, Fisher & Paykel recently went through a rapid expansion of global operations. Of course, with growth comes growing pains, and the company’s expansion was accompanied by noticeable customer support challenges, both internal and external.
Internally, the company call center was receiving high call volume without the adequate, discoverable content needed to resolve these issues over the phone. As a result, simple issues were frequently misdiagnosed by support agents, who in turn sent field technicians on costly field calls that were largely unnecessary.
Primary internal challenges:
- High call volume for common issues
- Unnecessary (and costly) field service calls
- Inconsistent sources of information
Externally, the company’s reliance on PDF versions of user guides made it difficult for customers to find answers. Because customers could not find the right content via Google Search, or the content they did find wasn’t optimized for their devices, many would turn to third-party websites, thus diminishing Fisher & Paykel’s domain authority. Worse still, even customers who attempted self-service ended up calling in for support.
Primary external challenges:
- Difficulty searching and finding content
- Limited self-service resources
- Outdated documentation
As Fisher & Paykel’s Customer Experience Improvement Lead, Dionne Strickland was tasked with improving this experience by selecting and implementing a new content management and delivery system. Three months after implementing MindTouch, Strickland noticed positive trends in customer experience KPIs—internally and externally—indicating a vastly improved post-sale customer experience.
Organic Search Traffic
Average Time on Site