Cisco Support Website Home Page

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: Cisco Systems, Inc., Research Triangle Park, NC
Company Division/Group: Cisco Smart Web Technology Group
Company Description: Founded in 1984, Cisco pioneered the development of Internet Protocol (IP)- based technologies. Today Cisco is a market leader in innovative network- based technologies and services that span application networking, collaboration, security, storage area networking, unified communications, unified computing, video systems, and wireless. For a first-hand view please visit www.cisco.com.
Nomination Category: Web Site Categories - Specialty
Nomination Sub Category: Best Home/Welcome Page

Nomination Title: Cisco Support Website Home Page Redesigned for Mobile Users with Personalized Features

How often is this site updated?

Because Cisco is committed to delivering the easiest, most personalized online support in the tech industry, its Support Website home page design is refreshed annually and upgraded several times a year for loading speed, navigational ease, relevant content, faster software downloads and mobile compatibility. Cisco Support makes these enhancements by checking detailed success metrics and customer feedback, actively consulting with customers, and adapting best web design practices from inside and outside the tech industry.

Briefly describe this site's objectives and how it has met those objectives (up to 125 words):

The Cisco Support Website leads the tech industry in self-support success, helping 4.5 million monthly visitors worldwide solve problems without calling an agent. Cisco refreshes the website design annually based on customer input, and in June 2015 completely redesigned the home page with a fresh look and feel that displays optimally on smartphones and tablets. The new page also offers a “My Support” right rail with personalized links to open support cases, software downloads (a visitor can download the newest releases with one click), “My Devices” information, and product support content that includes 7,200 model-specific pages. Dramatic 2015 results include: Unique visitors increased by 15%, software downloads increased by 26%, industry-leading case deflection hit a record 85%, and Customer Satisfaction exceeded 4.30 (out of 5.00).

List the appropriate creative and production credits for this entry:

The Cisco Platforms Automation & Customer Enablement Group (PACE) designs and upgrades the Cisco Support Website – and creates all related communications and media for customers – under the leadership of Vice President Subu Subramanian, Customer Experience Manager Bill Skeet and Product Manager Andrew Flynn.