How improving customer experience in a knowledge centre saves costs
Our senior content strategist Blaine Kyllo joined Ken Bell, BC Hydro‘s Manager of Business Innovation and Operations Customer Service, on stage in September. The two shared how a content strategy aimed at BC Hydro’s front-line agents reduced call time and cuts cost for the utility company.
What we did for BC Hydro
BC Hydro, the province’s electricity utility, is one of our long-term clients. We’re always eager to start on a new project with them because, although each one is different, we know the digital team understands the value of content and that… that warms our hearts.
Our most recent project involved providing guidance and recommendations on a content strategy for the About Us section of bchydro.com. We were tasked with delivering insights on audience needs, a user-focused information architecture, and content standards and guidelines for the section.