Results: Expanded Or Condensed? Which Format Increased Visitor Engagement?

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Difference Between Versions:

Version AExpanded view of product support categories, showing all main sections and sub-categories
Version BCompressed view, showing only the main topics


Key Performance Indicator (KPI): 

Increase customer satisfaction scores, reduce customer effort


Test Goal:

Increase the number of visitors using the chat function

 

Traffic Source: 

All traffic sources, but primarily comprised of organic and direct

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This week’s Featured Test is brought to you by:

Test Run By and For

Intel

Test Run On

Adobe Target

WINNING VERSION

B

Poll Results - The Best Guesses:

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Test Details:

Intel, the intelligent technology company, conducted this captivating chat test in-house, on their site.


Background:

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):

 

Poll Results - The Best Guesses:

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