Removing customer friction.
Resideo is a global leader in home control solutions. They wanted to encourage customers to troubleshoot product or user issues through a digital solution rather than defaulting to the call centre. In these scenarios, the brand always plays a key emotional role in helping customers to find the right functional solution.
We reviewed the customer journey, building on the work that the internal Resideo team had already completed. And by streamlining the process we reduced customer friction, ensuring they reached their solution as easily and quickly as possible. These small gains amounted to increased customer satisfaction and reduced call centre costs for Resideo.