The Aftersales Service team at Hoover UK wanted to create a website that allowed customers to troubleshoot minor issues with their appliance without the need for having to call out an engineer.
We worked with Hoover to optimise the user journey to get users in to the Advice Centre quickly either by going through a route of finding their appliance by selecting type, range and model or by using the site search system powered by Google Custom Search.
The troubleshooting guides are presented in a variety of formats from step by step instructions to video demonstrations.
A rating system allows users to feedback on whether the solution was useful. This information is then used by Hoover to determine the quality of advice being provided along with continuous information on the types of issues being experienced on specific models in the range.
The website also has a video guides section with video streamed through YouTube.
The website is powered by a comprehensive, bespoke Content Management System that allows Hoover administrators to manage the Advice Centre content as well as other key areas of the website. A daily data feed also adds new products from the main corporate website to allow the administrators to create new troubleshooting guides for new models and ranges as required.
The website is fully responsive with optimised views for mobile, tablet and desktop devices.