Knowledge Base Page Case Study
Problem Statement
The client was getting a lot of calls and queries from their customers related to placing orders online. They realized that most of the queries were redundant and a lot of those answers were available on their site but were getting ignored. This was also not very cost-effective as they needed more resources to share the same information that was already available on their website.
That's when we identified the need for a FAQ page or what we now know as a Knowledge base page on their website, which would home all those queries about the products, processes, and services that most users were looking for.
Project Requirements
For the “Knowledge base” page the client wanted to utilize the Magento extension as their website was hosted on Magento Some of the additional requirements for the project were:
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The extension to not interfere with the current Q+A functionality on PDPs that Yotpo provides
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Utilize the Q+A items from Yotpo on the FAQ page.
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One issue was that the Q+A’s were very product-specific. So we needed to automatically add the Q+A items from Yotpo to the FAQ page and tag them under that SKU, then flag the question for updating so the client can review and tag any other relevant products to that question.
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There should be a button on the PDP that will redirect customers to the FAQ page.
Tools
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Figma
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Google Analytics
Role
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UX Research
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UX Designing
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Performance Review
Timeline
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10 months
Success Metrics
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Reduction in the support call volume by 30% within 2 months of the implementation of this project.
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Increased site traffic by 13% within a month of the project implementation, compared to the previous month.
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Increased average session duration per month on the site by 50 seconds, compared to the previous month.
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Page views on the Knowledge base page within a month of implementation was seen to be over 16K.
Mockup
