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This post was last updated 4 months ago by Yusuf Odukoya.
SUMMARY: Lagos-based creative design agency, Branditechture, launches exclusive Customer Help/Support Center to become the first creative agency to run such service in the world.
You may not have seen Branditechture among the Top 10 lists of creative design agencies, but we know that being a top design agency is more than enlisting on those “made-up” lists.
We have just completed our internal quality audit, and we are pleased to announce the launch of our Client Help Center.
In April through May 2021, we embarked on a user research. The research comprised a sample size of 200 users using tech products like Alexa, Facebook Marketing, Android, Microsoft Surface, Smart TVs e.t.c, and tech services from Ogilvy, Facebook, Mailchimp, Mailpoet, Cloudflare e.t.c., and these are what we found;
- 85% of users love to fix problems themselves without having to go through the “stress and uncertainties” of engaging a support staff in a phone call.
- 80% of users derive a sense of fulfilment and learn something new by being able to solve their own problems.
- 100% of users would keep using a brand that tightly integrates a support system with all their product or service offerings.
- More than 32% struggle with poorly-written product documentation, hence, having to spend hours Googling for alternative solutions.
Whilst the majority of design agencies have rarely updated their website for ages, talk more of their clients’, Branditechture has gone a step further to set up an online portal for the main purpose of Client support.
This move is in accordance with Branditechture’s long-term visionary mission of being the ultimate full-service creative agency in Nigeria and beyond.
We have positioned ourselves as the front-runner of genuine customer relations. We are always inspired by the inevitable technical issues that some of our customers face — most especially those with little to no background in modern technology.
By launching the Branditechture Client Help Center, we have become the first creative design agency in the world to operate such a service. It will help improve our efficiency by over 200% through the elimination of repetitive information sharing during client support sessions so that we can focus on more strategic tasks — like building innovative features into your projects.
Since Branditechture was founded in 2014, it has thrived on brand positioning, with brand evangelism its main “marketing strategy”. How did we achieve this? Through connecting to our customers on a very deep level and inciting them to recommend us to others, not by asking them to, but by delivering an unmatched quality of services.
Get answers to your questions on any device.
The Support Center (also called Client Help Center) was conceived from the idea of providing thoroughly tested and up-to-date information that may help our clients to easily navigate their way out of the many inevitable technical issues they face, such as setting up their business emails with an email client.
The Branditechture Client Help Center was built using a mobile-first approach, so it doesn’t matter what device you are checking from.
Notable features of our brand new Client Help Center include;
- An in-built advanced live search that will help match our customers’ search queries with the exact solution in real-time.
- Intuitive documentation grid and index.
- A sitewide live search feature.
How will the Help Center help us Internally?
For innovations like this, it is usually a win-win. We have analysed how the brand new Client Support/Client Help Center would be of massive help to us internally, but the best of them is that the Branditechture Client Help Center would help us reduce the resolution time for most issues.
We wish to thank all our wonderful clients, as they have been an integral part of this journey.
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Thank you for reading thus far.