The Challenge

Our client wanted to offer a Web-based alternative to customers calling in for customer service, in order to cut down on call volume, reduce customer care costs, and provide more convenient service alternatives for customers.

The Turn Point Solution

Maher & Maher designed a series of customer care tutorials that provide a Web-based solution to common service problems. The tutorials were designed and developed by our team as a quick, easy-to-use, and inexpensive alternative to “help desk” calls. These tutorials–available to customers on the Web–have functioned flawlessly to meet client objectives and improve customer satisfaction.

Today, our “talking tutorials series” covers common customer care problems for the broadband services industry. The tutorials use text, audio and animated images in a VCR-like player to demonstrate a “just-in-time” procedural solution to help-desk professionals and/or end-users (customers) – drastically reducing call volume and call times at help desks.

Unlike other competitive versions, Maher & Maher tutorials use interactive technology to “bring software products to life.” Users don’t just read or view “how-to” instructions; rather, they use animated versions of actual software, allowing users to not only view or hear the solution, but experience it first-hand. Maher & Maher’s design and development process allows us to produce interactive tutorials quickly and inexpensively – allowing improved functionality for prices common in much less fully featured competitive versions.

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