Development of a Customer Support Content Platform for Retail Electronics

The client faces difficulties in providing accessible, up-to-date product support content to consumers, leading to high return rates and low customer engagement. Their existing paper manuals are ineffective, and current digital solutions are limited in scope, hindering customer understanding and loyalty.

A mid-sized retail company specializing in home appliances and personal electronics, seeking to enhance customer engagement and reduce product returns

• Develop a comprehensive digital content platform delivering relevant product support materials such as videos, PDFs, and web pages
• Implement an intuitive mobile application and web portal enabling users to access support content via device capture and barcode scanning
• Automate content delivery based on product model data to provide personalized support resources
• Integrate with social login options to facilitate easy user access and management of personal inventory
• Reduce product return rates through improved customer education and increase engagement with retail brands

• Content aggregation and curation of videos, PDFs, and web content relevant to consumer products
• Image capture functionality for users to take pictures of their products for insurance or support purposes
• Barcode scanning to identify product models automatically
• Personal inventory management accessible via social media login (e.g., Facebook)
• Automated push notifications of relevant content based on product model or user activity
• Seamless web and mobile access supporting iOS and Android devices
• Backend system for content management, user data handling, and analytics

• Facebook OAuth for social login
• Barcode scanners for product identification
• Third-party content sources (video platforms, PDF repositories)
• APIs for retail product information and inventory management
• Analytics and monitoring tools: New Relic, Google Analytics, Localytics
• Email and notification services: SendGrid, Mailtrap

• High scalability to support increasing user base and content volume
• Performance optimization for fast content delivery and smooth app operation
• Strong security practices, especially for user data and third-party integrations
• Reliable uptime with 99.9% availability SLAs
• Responsive design for optimal experience across iOS and Android devices

The new digital support solution is expected to significantly decrease product return rates by enhancing customer understanding of their purchases. Increased customer engagement and streamlined access to support content aim to improve brand loyalty. Quantitatively, the project aims to elevate customer satisfaction scores and decrease return rates by targeted percentages, aligning with improved sales and reduced operational costs.