Help centre

An audit of our top pages showed that the help page had an unusually high bounce rate, those who did remain were spending a large amount of time on page suggesting they were searching for information they couldn't find. It was noticed that at times the call centre was being overwhelmed with queries many of which could be dealt with on site. A number of roundtable events were held with call centre staff to get an understanding of what queries they were dealing with and how we could lighten some of their workload. It was decided that a centralised help centre ‘hub’ could reduce bounce by allowing a user to easily find what they are looking for or find answers to their queries and also alleviate some of this phone traffic.

• All options are laid out to user on page load allowing easy navigation.

• Once user has logged in with their order details they can navigate across the help centre without further login for duration of their session.

• FAQ section added to page to allow user to find their own answers rather than call.

• Help Centre Page - Exit rate reduction of 12%.

• Track My Order Page - Page views up 10%.