Through AB testing, we were FINALLY able to get people the help they needed… and FAST.
It wasn’t clear to users that if you select “Admin” or “Individuals”, you’d land on a page with a plethora of frequent problems and how to solve them. Folks were skipping the page all together and clicking “Contact Support” at the bottom of the page to open a ticket… it could be hours or even DAYS before a customer got an answer to their problem!
By providing clearer pathways to answers, we were able to dramatically reduce the amount of “Contact Support” tickets that were being opened, ultimately getting customers answers that they needed way faster. By posing a question in addition to surfacing common topics for each section, users were able to see that they can get answers quickly, without the help of others.
