Difference Between Versions:
Key Performance Indicator (KPI):
Increase customer satisfaction scores, reduce customer effort
Increase the number of visitors using the chat function
All traffic sources, but primarily comprised of organic and direct
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Extensive data analysis revealed Intel’s customer support page was a major pain point that needed to be addressed and optimized. Customer feedback indicated specific product information was hard to find and access.
To increase increase customer satisfaction and reduce customer effort, Intel’s testing team dug deep into the data.
They found customers were primarily only clicking select categories on the help page (as indicated by the numbers next to commonly clicked on links/pages):