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Nordic Semiconductor's Customer Support Community
Nordic Semiconductor is based in Norway, provides components for use in consumer electronics and is one of the biggest providers of wireless short-range connectivity, especially for Bluetooth applications.
Nordic had an existing custom-built community website with more than 60,000 users and more than 40,000 requests in its ticketing system. Nordic needed to reduce the demand on support teams and improve the way customers access technical information.
The creative solution was for marketing and technical specialist 4Roads to upgrade Nordic’s online community and integrate this with the ticketing system, so customers could source all solutions from one destination. 4Roads had to port all user information and ticking details from two systems to the new platform. In total, there was sixty gigabytes of information.
The new system into which data was ported was created by 4Roads using the Telligent platform, with a specialist application for the ticket element built by extending Telligent through supported APIs.
Instead of visiting two sites, customers now source information from peers in the combined site - where they can also submit requests for help from Nordic’s engineers.
Support engineers manage workloads more easily in this single destination, Nordic no longer maintains two platforms, and enhanced usability means the burden on support teams is reduced - as is the need for additional resource to be added in this area.
During the UX phase of development, 4Roads added key functionality. As many private tickets tended to ask general questions, the answers to which would benefit the entire community, the new site’s interface was designed to encourage users to create public tickets before private ones. It also has enhanced security and single sign-in.
For the support team, when a ticket - public or private - is raised, an engineer now sees a dashboard containing details on the user’s past cases, interactions, information about the user. Providing this additional information helps them achieve quicker resolutions.
Using the old system, 56% of cases were public and 44% private. In the new combined community, 63% are now public and 37 % private.
That’s a significant shift in burden from private to public. From a 12% difference to a 25% difference now – and all without the overall number of support cases growing.