COX Support
Cox support pages get an average of 12.4 million visits per year. With the internet of things, brand perception is now associated with visitors’ experiences. By redesigning Cox support, we drove down call center calls within the first month by 36.8% and increased site visits by 330%.
Cox Support won the 2018 CADM Tempo Awards:1st Place,
Campaign Microsite Cox Communications - Online Customer Support and Self-Service Experience
Video content was a crucial element in redesigning the Cox Support experience. We tapped into how consumers troubleshoot issues—they YouTube it. We created videos that address the most common problems that consumers had. Videos were designed to be evergreen by shooting a library of devices and handholding devices but not engaging with interfaces. By shooting the library of content this way, we would be able to update the videos later on when the UI changed. What initially started as a couple has now become a program with an internal task force at Cox. The plan for the support videos is to be used on a dedicated Cox cable channel.
We approached the redesign of Cox’s support by standardizing the experience for all pages. So no matter where consumers land within the Cox support experience, they would know how to use it. Customers were also encouraged to sign in to the support experience, which would be customized to their products.
