Belkin & Mondosoft: Saving Time and Money through User-centric Search
Introduction
Belkin Corporation is the global leader in connectivity solutions. The corporation has a strong web presence and deals with many of its customers online. Belkin’s website offers company information, product information, and customer support. With useful tools like product and solution wizards, Belkin is on the leading edge of web based customer interaction, and strives for the highest standards of quality, integrity, and customer service. Therefore, when their former search solution gave rise to usability limitations and frustrations that couldn't be immediately solved, they were determined to find a best of breed search solution that offered more flexibility, and allowed for greater search effectiveness.
Frank Meads, website administrator at Belkin knew he needed more than just a search box and a list of results. His goal was to find a search product that was intuitive and easy to use but also flexible enough to learn and grow with Belkin’s users.
He explains:
We chose MondoSearch for its flexibility and for the BehaviorTracking tool that accompanies the search. The solution is quite excellent. It fulfills our goal to make searches more productive, and our customers quickly find the information they need on the website.
Drastic improvements with little effort
Always putting customers first, Belkin chose to integrate MondoSearch to the technical support section of their website first. As soon as MondoSearch and BehaviorTracking were up and running, Meads got his first overview of the actual state of affairs with the search on the web site. In addition to an overview, he got concrete ideas on how to improve the search, and immediately applied these learnings. In return for a little effort, Belkin got impressive results.
Meads explains:
BehaviorTracking shows the search success of the site in simple terms - even giving a grade as well as useful suggestions on how to improve that grade. We started with a 70% search success rating. Now our search success is 88% and climbing.
Belkin plans to extend Mondosoft' solution to the rest of the corporate site, including a newly designed e-commerce piece, soon to be launched.
Business Impact
Great learnings in terms of what their users want and a dramatic increase in user satisfaction is not all Belkin gained from Mondosoft' solution. The most measurable ROI is found within reduced costs and freed resources in the support department. Frank Meads observes:
Mondosoft’s solution means a big saving for Belkin. If searches are more productive our customers find what they want and are satisfied, faster and easier. Also, it drastically reduces the number of issues we have to resolve. Issues that could require several employees to handle are now resolved online thanks to our great working search.