OREANDA-NEWS. June 02, 2015. LEGO Consumers can more easily “self–serve” when they visit LEGO.com. and the newly designed Customer Service Site, www.lego.com/eng/service/default.asp

The Customer Service Site is a high traffic area on LEGO.com, with more than 900,000 visitors during the last year. Web Site Producer Heidi Brant and Claire Long, Kim Dahl and Marina Hannaford from the UK & US Contact Centres, worked on designing the new Service Site to improve the overall user experience. The re-launched site also aims to improve synergies and information flow between other areas of LEGO.com, via links and references to the LEGO Shop, Brand Stores, product and game areas. Many changes were based on consumer comments and feedback captured by the Contact Centres and through surveys.

Hundreds of Frequently Asked Questions (FAQ’s) were added, along with a FAQ finder. Consumers can now search the entire service site with new keyword search functionality. Q&A’s have even more product detail and information to assist consumers in their buying decisions, both at retail and on the web. For example, if a consumer wants to purchase track to operate their non-motorised LEGO Train, they can simply go to the ‘Train’ FAQs and research how much track and accessory items are needed and where to purchase them.

To quickly update LEGO consumers on new products and current issues, a “Hot Topics” section was created to cut down on search time. Consumers have also been requesting downloadable building instructions and the most requested instructions are now available, with more to come shortly.

Additional web forms, including one for technical support have also been added. These forms will more efficiently aid consumers and those in the Contact Centers to automate the experience, by routing directly to the right Contact Center employee or by downloading the request into the right application. To gauge the success of the new service site, consumers can let us know if the FAQs truly helped them. This will allow constant refining of information to better serve our consumers’ needs. In just one week, there have been almost 10,000 visitors to the new site

In the upcoming Phase II of the Service Site redesign, German and French language versions will be added and more FAQs, building instructions and technical support self-help functionality will be included.