Samsung Order Support
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Customers regularly contact support agents with questions about their Samsung.com orders. My goal was to create a self-service help center to reduce customer contact volume.
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Identify customer contact reasons.
Use research to create a form that gives agents relevant customer information.
Build an order support page and help center with relevant content.
Design a self-service funnel.
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As part of the end-to-end content strategy, I:
Mapped the user support flow
Created a form
Designed an order support landing page
Built a help center
Design
I created a web of interconnected self-service tools. I did everything from come up with the taxonomy and architecture for a a repository of support articles, to use SEO to create article titles.
Through ongoing research and the help of Google Analytics—and a strong relationship with customer service operations—I designed a self-service support landing page that allows customers to look up their order, search the help center, view relevant articles, and more.
