Toshiba’s customer service web site was recently completely redesigned and relaunched. Originally, the site looked nothing like the main Toshiba Web site. Consumers were forced to adapt not just to a new look and feel, but to a whole way of navigation through content. Now customers enjoy an integrated experience when traveling from one site to the next. As part of the overhaul, the site was also restructured to make user product information easier to find. This includes a user-friendly application that FutureMedia created for quickly finding all available product support information.

CALL CENTER COST SAVINGS

Because product information is easier to find, visitors have less need to call Toshiba’s Service Center with questions. And when calls are necessary, site visitors can quickly find the correct phone numbers and be prepared with pertinent information. This means customer support specialists spend less time pre-qualifying callers and gathering necessary information. As part of this process, FutureMedia integrated a self-help support system that helps people find answers, often without having to call the Service Center at all.