Goal: Improving the user experience and reducing the burden on Ratpac Controls' technical support team.

Strategy:
Ratpac Controls faced a major challenge: their highly technical product lacked accessible troubleshooting resources, leaving customers reliant on time-consuming calls to the support team. To address this, we collaborated with their in-house engineers and technical staff to create an engaging series of step-by-step troubleshooting videos tailored to customer needs.

The videos were designed to be clear and user-friendly, even for those with limited technical knowledge. We made them accessible through Ratpac’s website, YouTube channel, and social media platforms, ensuring customers could find the help they needed quickly.

To enhance the user experience further, we paired the videos with a searchable online troubleshooting guide and FAQs, giving customers multiple self-service options.

Results:
Within the first six months, the video series had become the most watched content on their platform, reducing the volume of support calls by 40%. Customer satisfaction scores improved by 35%, with feedback highlighting the ease of information access. Additionally, Ratpac Controls saw a reduction in average resolution time, freeing up their technical team for more complex issues.