customer service

Customer Service Improvements
Very occasionally there are production issues. If a area of the site is not working as intended, there had been no way to communicate this to the customers. This project implemented a simple banner, which clicks through for more information, allowing Volkswagen to signpost if there are issues affecting the site that a user would benefit from knowing about. Additionally, it reassures the customers an issue they've encountered is known about and has a timescale for resolution.
Need Help Updates
We implemented a series of improvements on the Volkwagen Need Help section, based on some usability work we had conducted to improve the overall experience of looking for help on the site.
Channel Routing
The Channel Routing project was all about driving customers to the correct solution to their problem. Sometimes Retailers are best placed to help a customer with their question, sometimes it is Volkswagen centrally, sometimes there are resources on the website which can help. By helping users to self select their situation, we can minimize their frustration by ensuring that they are given the most appropriate channels to answer their questions the first time. We naturally have an option to see all our contact options as not everyone wants to go through the selection steps.
Customer Service Strategy
Creation of an overarching Customer Service strategy across the web ecosystem, feeding to the call centers and other touch points to ensure we focus on delivering a seamless customer experience.