Mission
- Improve user productivity by sharing tips and feature introduction
- Reduce customer service manpower needs
Customers
- Location: Web service, Offical website, EDM
- Segment by user: Paid users, specific package
Solution
- Provide full type of articles with pictures/video and detailed instructions
- Announcement of new product/feature lunch, service maintenance etc.
Matrics
- Specific type of customer complaint: reduced by 5%
- Customer Satisfaction(CSAT) from 60% to 65%