Portal Updates - WB 14-06-08

Here are the portal updates from the 14h August to the 20th August.
WID=Website Improvement of the Day. These are minor, quickie improvements that are small items of work that will hopefully make a big difference.

Please note: These are internal notes that we are reposting. Some of them may contain acronyms that are unfamiliar (and indeed that we may not know either) but hopefully you should still get the idea!

WID #07 - Help & Support - Search Tool improvement (pt2)
WID #08 - Help & Support - Broadband Setup guide
WID #09 - Help & Support - How to get a MAC Key
WID #10 - Help & Support - Using the BT Broadband Speed Test
WID #11 - Help & Support - Broadband Phone Billing and Account & Technical FAQs
WID #12 - Help & Support - Voyager 105 USB Modem - MAC Setup Guide

WID #07 - Help & Support - Search Tool improvement (pt2)

As promised, more improvements to the Google Mini search tool in support...  
Source: User testing / our observations
Problem: The Google Mini tool trawls support and spits out relevant page links. Unfortunately, most of these results had the same title which made it hard for customers to pick the right page.
Fix: The Google Mini tool also tells us the most popular search words and phrases.
We used these to see which search results Google Mini spits out. From this we produced a list of 50 support pages that needed a unique title. These pages are the top/most relevant results for these searches.
The vast majority of support based searches will now return relevant results that the customer can quickly identify and open.
Notes: pt3 is on its way - this includes 20+ new keyword matches and more support page title updates.

WID #08 - Help & Support - Broadband Setup guide

Source: Rate My Page feedback
Problem: Feedback showed that we weren't being clear enough about what username and password a customer needs to connect.
Fix: Added detail about the format of usernames and passwords
http://www.plus.net/support/broadband/help_and_setup/general_setup_guide.shtml

WID #09 - Help & Support - How to get a MAC Key

Source: Rate My Page feedback/Answering Questions
Problem: Customers do not understand how to get a MAC Key. This is clear from the number of Questions and forum postings on this subject, as well as from looking at the Rate My Page feedback.
Fix: By adding some info to a support page on how to get a MAC Key we can cut down the number of tickets it also gives us an opportunity to try and retain the customer.
http://www.plus.net/support/customer_service/account_admin_faq.shtml#7

WID #10 - Help & Support - Using the BT Broadband Speed Test

Source: Customer feedback
Problem: Many customers have been left confused by what the Speed Test is and how it works.
Fix: Added a new support article that provides a basic guide to the Speed Test site. I'd add that the article in Usertools ( http://usertools.plus.net/tutorials/id/27) is great, but for the Help and Support section we needed to keep things as simple as possible.
http://www.plus.net/support/broadband/help_and_setup/speedtest.shtml

WID #11 - Help & Support - Broadband Phone Billing and Account & Technical FAQs

Source: Rate My Page feedback
Problem: Some customers think they have to make a payment before using their inclusive Broadband Phone minutes. Also, we don't tell customers that they can use the service on more than one computer at a time.
Fix: A new 'Phonecalls Top 5 article' link has been added. This points to info telling customers they don't have to pay to use their inclusive minutes. (However, if they do credit their account they can call more numbers). Also, our Technical FAQ now mentions that multiple Broadband Phone connections are possible. Both of these fixes will encourage more customers to use the service.
http://www.plus.net/support/phonecalls/index.shtml
http://www.plus.net/support/phonecalls/broadbandphone/broadband_phone_faqs/billing_account_faq.shtml#16

WID #12 - Help & Support - Voyager 105 USB Modem - MAC Setup Guide

Source: Rate My Page feedback
Problem: Our Mac support page referred to a driver installation file, but this wasn't actually available for customers to download. Customers would then have the hassle of finding the driver themselves.
Fix: A new link now points to the driver. This allows customers to read the installation instructions/perform the installation simultaneously.
http://www.plus.net/support/broadband/help_and_setup/setup_guides/voyager105_MAC.shtml
Article last edited on Tuesday, 22-Aug-2006 19:16 PM