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Digital Media Portal 

Challenge

  • Fine tune content to maximize appeal to users
  • Enhance the overall customer experience
  • Establish efficient workflow for alerting technical and customer service teams
  • Streamline evaluation of changes to site

Solution

  • Enables rapid discovery, diagnosis and resolution of consumer experience and technical issues
  • Feedback button allows users to communicate requests, concerns, and issues in real time
  • Provides real-time response to customer issues
  • Selectively escalates usability issues to relevant teams for immediate attention
  • Gathers NPS data from random user sample
  • Gathers category and free-text feedback for insight into drivers of customer satisfaction
  • Includes demographic and technical metadata with feedback
  • Monitors content consumption across all touch points
  • Accelerates A/B testing

Note:  This particular client preferred to remain anonymous.

digital-media-portal-cover
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