Customer Support Portal

Current Issues

• Answers to consumer issues/questions are scrambled.

• FAQ’s appear first no matter what you search. Why give the consumer useless content?

ØGet to the point.

• Search results need to be improved/ relative to the product.

• Visualization

Simplify visual approach. Categorize information efficiently. Less can be more.

Consumer Visualization • Difficult to navigate.• Users want answers fast. • Sub-icons are useful.

• Simplicity = better user experience from the start.

• More but less.

Compact Navigation (Toro)

• Product number entry makes finding the exact model easier.

• Reduces amount of clicks for the consumer.

• Subcategorizes top search items.

• No digging needed.• Manuals & Warranty's available

for download.

Other Access Channels

• Google provides more quantity & quality search results compared to .com site.

• Sites specialize in consumer needs Ø Manualslib.comØ Repairclinic.com Ø PartsTree.com

• Makes support portal seem useless.

• What’s driving consumers to the site?

RepairClinic.com

One Stop Shop

• Reliable search for individual models.

• Sort by product / model. (Toro Approach)

• FAQ’s appear for specificproduct.

• Sub categories- including:Ø Part Number SearchØ Warranty’s & Manuals Ø How to Videos

• Can it be automated?