We presented the client with 2 concepts
for a simplified architecture for Contact Us. This is an illustration of concept 1 which provides all necessary information to the customer in a clear and simple way. We
called this concept "providing information."
Vonage asked our team at Addison to redesign the Contact Us and Support sections of Vonage.com. Our objective was to make it easier for customers to find answers to their questions or contact Vonage while reducing calls to the call center.
The redesigned Contact Us section first presents the user with self-help tools. If the user is unable to resolve the issue on his own, secondary options for emailing or calling Vonage exist.
For consistency, the Support section follows the same 3 column structure. A self-help section is reinforced by secondary glossary and search functionality.
Our redesigns aim to improve the customer experience while reducing Vonage's operational costs.
Downloads:
Contact Us Content Presentation (.pdf: 676kb)
Support Wireframes + Site Map (.pdf: 196kb)