Usability: Charter Communications

Challenge

Charter had been facing increasing competition across all of its product lines. To ensure long-term success, renewed emphasis has been placed on the strategic importance of improving operations and customer services. A key element of customer experience is the experience of potential and existing customers with Charter's website.

Solution

Perficient was engaged to design, develop and deploy a completely re-engineered website that includes new home connection information, product details, account managment, upgrading service and local area and price/service comparison pages. Intended to serve Charter's 6.2 million subscribers and additional prospective customers and investors, the site also includes an upgraded customer support area.

Features Enhanced shopping capabilities including: shopping cart functionality, real-time bundling of services, and online scheduling of installations Enhanced account management and customer support areas Content management system allows real-time updates and targeted marketing	Benefits Increased order conversion Reduced manual processing for orders by customer service reps Reduced support calls