The document discusses improvements made to a company's support site. It analyzed competitors' sites which provided more troubleshooting steps and organized content. The support site was reorganized into new categories and articles were edited and created. Search engine optimization techniques were applied. Next steps include continually improving the site and measuring customer satisfaction. The intern learned lifelong and project skills such as information organization, competitor analysis, SEO, and professional communication.

1. Customer Success and the
Support Site
A Deeper Dive into the value provided by our Support Site

2. Deeper Dive
- Problem
- Research
- Change
- Next Steps for Lumo
- What I’ve learned

3. The Problem
The support website lacks value
Goals
Revamp Lumo Run and Lumo Lift articles and visually
redesign site

4. Research: Self analysis
Search feature yielded 50 results for any search
involving product name

5. Research: Self analysis
Many articles did not provide enough value to our customers

6. Research: Jawbone, Fitbit analysis
- More content about product use provided by articles
- Troubleshooting articles provide steps to set the
customer up for success
- Stronger organization of content

7. Jawbone

8. Fitbit

9. Changes
Created New Categories for information
Edited and created articles

10. Changes

11. Changes
New Run categories:
Device and Data Compatibility
Wearing Lumo Run
App Use
Lumo Run Metrics
Battery & Connectivity
Old Run categories:
Getting Started Using Lumo Run
Setting-Up & Using the Lumo Run
Sensor
Wearing Your Lumo Run Sensor & Gear
Lumo Run App Features & Functions
Lumo Run Metrics & Coaching Details
Lumo Run FAQ

12. Changes
SEO: Removed comments, and created many new tags
SE searched entire article + comments

13. Next Steps
- Improving the site is a constant project
- Include CSAT (survey) question for measurement of how
the support site helped the customer
- Future visual redesign of the site

14. What I’ve learned as an Intern
Lifelong skills and Project Skills
-Rebecca’s thought/information organization technique
- Competitor analysis
- Search Engine Optimization
- Professional Communication and time management

15. Customer Success and the
Support Site
Thank you!