The Business Objective:
To build an online support module that would answer the 9 most frequently asked questions relating to the installation and network synchronization of Brother printers, fax machines and multi-function centers.
The Solution:
BlueRush created a solution for Brother that took into account how answers to FAQs might vary depending on the machine model, the user’s computer operating system, and stage of installation. BlueRush also designed these modules in a way that allows them to be easily modified for other languages so they could be shared with their counterparts at Brother International. This was facilitated by using a silent host on screen so that only audio narrations and on-screen text would need to be changed. The resulting interactive production prompts visitors with questions, and then guides them automatically to the appropriate video response that they can follow step by step.
The Result:
Since the initial launch of these interactive FAQ’s, Brother Canada has experienced over 20% fewer requests for help at theirs call centers relative to specific machines and questions. Brother was so delighted with these results that they now include these interactive videos in a DVD format with the sale of machines.
