Google emerged victorious against tough competition to win the top award at this year's US Customer Experience Awards thanks to its Pixel Support Hub project. The initiative aimed to significantly enhance the customer experience during the setup and use of Pixel phones.
This week, Matt Hartley, Head of Pixel Customer Care, and Tiffany Snowden, Head of Content Product Strategy for Devices, Services and Ecosystem, joined Gabe Smith, Content Manager and Associate Director at the Customer Experience Professional Association (CXPA), on LinkedIn Live to discuss the project.
The award-winning initiative titled "Pixel Support Hub: Elevating the User Experience with On-Demand Assistance" was created with the goal of helping a growing number of Pixel phone users, especially in the first 30 days of their phone usage, while also delivering better business outcomes.
Listen to the whole session on this link.
Matt Hartley explains: "We had a lot of onboarding and support content, but it was difficult for users to navigate. So that is why we made a single landing page for all onboarding users that contains all the necessary information one might need when starting with Pixel."
"We created over 480 different content assets, across 17 languages to help all our global customers, with a strong emphasis on a unique experience for each one whenever they are in the world."
The team focused on reducing the amount of effort needed from users to onboard to the product. Resolution rates were also a key metric that they wanted to improve, as customers were dialing in from different time zones. As team members themselves were users of Pixel phones, they knew from the onset the elements customers were looking for.
"We make sure that we are sourcing information not just from the feedback we get from our customers but also from our employees," adds Tiffany.
Among other metric improvements, the company saw an increase in helpfulness and a reduction in customer effort, which was one of the goals prior to the project implementation.
Got an award-worthy CX initiative? Make sure to register your interest for next year's US Customer Experience Awards.
