Axiom Content Management Success Stories
Axiom Content Management Success Stories
AOL Support Portal
Company Profile
AOL Support Portal is the answer to online self-service for all AOL customers. It’s a one stop shop for all things AOL from service and billing questions, to legal guidelines and privacy policies. What’s more, it’s become the first line of support as the business transitions away from a call center support model. But tackling the job of supporting millions of customers in a common user interface is a behemoth content management and technical integration challenge.
The Axiom Software Approach:
AOL implemented the Axiom® Content Management System and Axiom® Stack application server on the AOL Help Page to update and manage the website’s content. And in keeping with its strategy to move to an ad-supported model, the team incorporated advertising into the support site. In addition, the team created the ability to customize the landing page with targeted information for the authenticated user.New content publishing solutions, leveraging Axiom CMS, were created to support site management and integration points, and were built to interact with AOL’s third-party self-service, contact center and peer support applications. These publishing solutions, using Axiom Software’s application server Axiom Stack, allow publishing of content to over 27 servers simultaneously. Management of a large quantity of content, including the detailed help site glossary, is managed through the Axiom CMS.
The Result:
From a user experience perspective, the new site has more informative user information available on the home page. By improving control of the pages and publishing of content, users are delivered more helpful information in a more targeted manner.In fact, AOL’s new customer support site has achieved double-digit customer satisfaction increases in virtually every key metric:
• 46% increase in overall user satisfaction in just the first 3 weeks
• 46% increase in successful problem resolution
• 18% increase in satisfaction with the content provided
• 18% increase in overall user experience
• 11% more customers said the site meets their expectations
