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Who is Crucial?
Since launching 15 years ago, Crucial has become one of the largest global distributors of memory and Solid State Drives. Their website carries over 250,000 upgrades for more than 50,000 desktops, notebooks, servers, and other electronic devices. The Crucial brand is known and trusted for not only quality upgrades, but also for their commitment to customer support. They offer industry-leading warranties and are dedicated to supporting their customers even after the product is sold.
Commitment to the customer
Crucial knows that their products are only as good as the installation. But—for many people—upgrading a computer isn’t exactly a walk in the park. That’s why Crucial.com, an online destination of Micron Technology, partnered with Dozuki to give customers intuitive, online guides that people love to use.
It was that commitment to post-purchase customer care that led Crucial to Dozuki. They wanted to ensure that people felt confident installing the products they bought from Crucial, so they came to Dozuki with a mandate: Give our customers amazing instructions.
With the help of Dozuki, Crucial transformed their existing text-dense PDF instructions into easy-to-follow, step-by-step online guides. More than just text, the new Crucial guides utilized photos and detailed markups to point out the location of important screws and connectors. Because, when it comes to delicate electronic components, that kind of attention to detail is important.
“Dozuki is probably the only company with a platform that lets Crucial.com create elegant guides to ensure our customers feel confident purchasing our products and ensure they install it correctly the first time they try,” said Fabrice Sabo, E-Commerce Marketing Manager EMEA. “Crucial.com chose the Dozuki platform for their user guides because of Dozuki’s deep experience, elegant interface, and for the Crucial branded iPad application Dozuki is creating.”
Create a database of strong guides
Crucial’s service documentation site (and accompanying app) host over 150 guides. Those guides are available to customers 24 hours a day, seven days a week. And because online guides are as easy to create as they are to use, Crucial plans to grow the database of service docs as their customers’ needs evolve.
Great guide and clear instructions don’t just increase customer confidence—they also reduce the number of calls to customer support lines and cut down on product returns. That saves Crucial time and money, while still safeguarding the customer’s experience.