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Marketing Intern

Presentation
Lauren Martin

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The Need CATEGORY # OF SEARCHES
Cancellation of Service 1919

・FAQ self-help enhancements Satellite Internet


Password Help
1433
1894

・Knowledge gap identified from 2 Billing/ Payment 2129


Internet Speed 1105
sources Voice 1012
・ Google Analytics data- most Account Settings/Info 1367

frequently searched terms Tokens 372


Wi-Fi 1035
・ Tracy Naylor- CSR facing articles Bonus Zone 359
Cust Service/ Tech Support 344
Email 184
Gen 5/ Update 144
Videos/ Gaming 176
Other Services/Offers 84
Data from 03/08/18-06/07/18

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Objective
・Enhance the self- help experience on the customer portal
・ Format text in existing articles for a unified experience across all material
・Reduce account related and troubleshooting calls to Customer
Care
・ Create FAQ articles that fill the knowledge gap
・ Update outdated information in existing articles
・ Tag FAQs

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FAQ Articles Created
CATEGORY ARTICLE TITLE STATUS
Cancelation How do I cancel or modify my plan? Published

Satellite Internet How does weather affect my Internet Service? Published

How do I use an Internet Browser? Published

Should I update to a browser with TLS 1.2? Published

Password Help Where can I find my Wi-Fi password? Published

How do I reset my password? Published

Billing/ Payment Am I enrolled in Autopay? Published

Where do I view and pay my bill? Published

Understanding My HughesNet Bill Published

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FAQ Articles Created Continued
CATEGORY ARTICLE TITLE STATUS
Internet Speed How Can I Check My Speed Performance? Published
(updated)
What Should I Do if I have Slow or No Published
Connectivity? (updated)
Voice How do I set up my voicemail? Published

What are the HughesNet Voice features? Published

Account Settings Change of Account Ownership Form Published


(updated)
How to sign in/out of MyHughesNet? Published

Where can I find the Privacy Policy? Published

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FAQ Articles Created Continued
CATEGORY ARTICLE TITLE STATUS
Account Settings Are you moving soon? (updated) Published

Tokens/ Bonus Zone What is the difference between Data Tokens Published
and Bonus Zone?
What are Data Tokens? (updated) Published

Wi-Fi How Do I Pair My Device(s) To My HughesNet Published


Wi-Fi Modem?
Where should I place my Wi-Fi modem? Draft- waiting for
service management
approval

Where can I find my Wi-Fi password? Published

Email How do I create, view, and manage my Published


HughesNet email? (updated)
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FAQ Articles Created Continued
CATEGORY ARTICLE TITLE STATUS
Videos/ Gaming How can I get the most out of my HughesNet Published
service?
Other Services/ Offers How do I download the HughesNet mobile app? Published
(updated)
How do I return my HughesNet leased Published
equipment? (updated)
What is the Refer-A-Friend program? How do I Published
use it?
How do I change my communication Draft- will not be
published until SMS
preferences? release

How is my data used? Published

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FAQ Articles Created Continued
CATEGORY ARTICLE TITLE STATUS
Internet Continuity HughesNet Internet Continuity FAQs Published

How do I add a wireless routers to my Internet Published


Continuity set up?
Where can I find the setting up TP-Link TL- Published
470T+ User Guide?
Other What should I know as a HughesNet customer? Draft

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Additional Content
・25 articles written, 22 published
・8 updated articles
・Over 90 FAQs were enhanced with
additional tagging based on search terms
from the Google Analytics data

Ex: Tags for “How do I cancel or modify my plan?

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Significance
・In the months of June and July, 14,200 people visited
myHughesNet
・7,000 in June
・7,200 in July
・In these two months, the amount of time people have
spent on the site has increased 3.59%
・This could mean that customers are finding what they need
on the site and staying to read the FAQ article

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Take Away
・Google Analytics gives us very helpful data that allows us to
understand what the customer is looking for
・FAQ articles are beneficial to customer experience
・There is no way for us to directly track improvement if customers
are finding what they are looking for on the CMC
・ Measure content usefulness - “Was this article helpful?”
・ Measure available content- “Did you find what you were looking for?”
・Need for expansion of FAQs and support for Voice customers

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