06 / 11 · PORTAL
Self-service portal
The digital self-service portal for customer care, from first proposal to rollout.
The problem
Customers called support for answers that could have been one search away.
What I did
I led its creation and rollout across business, operations and development: structure, content, search positioning and measurement.
What changed
It reached the top search position for its queries and took a visible share of contacts off the support lines.