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Platformic Support

User Experience Design and Information Architecture

PROJECT LEAD: SARAH
THE PROJECT

As an enterprise level platform, Platformic needed a way to manage technical support for dozens of clients such as Fox Sports, Comcast Sports, Xfinity, BCA Radio and Peak Broadcasting. In addition to using Zendesk’s ticketing system for customer service requests, I developed support.platformic.com into a comprehensive documentation and resource site for articles related to using the Platformic Content Management System.

WHY IS SUPPORT SO IMPORTANT?

It’s often easy as a business to be so focused on gaining new clients or new market share that you forget to take care of the customers you already have. What happens when they have questions or problems? I believe it’s how you take care of your customers that makes the difference between success and failure.

As the Professional Services and Support Manager at Platformic, my goal was to increase customer retention and satisfaction by creating an environment that stimulated hands-on knowledge about the product. I personally led new client training, periodic webinars about new features and one-on-one demos.

THE RESULT

After relaunching the new support.platformic.com site, client feedback was incredibly positive as users reported it was easier to find relevant information and they felt more comfortable following along with the tutorials. Engagement with the site increased by nearly 35% in the first month.