MILWAUKEE (September 14, 2015) — Ensuring their customers have a positive ownership experience continues to dominate the forefront of Briggs & Stratton’s (NYSE: BGG) business strategy. As a result, Briggs & Stratton is constantly improving its efforts to assist customers, whether in research and development by creating more groundbreaking and user-driven products, or by making information more easily accessible and readily available for users.
To ensure a great user experience, Briggs & Stratton has done extensive research on how to best assist the variety of questions and types of support their customers prefer. Based on website analytics and satisfaction survey feedback, they found there was an opportunity to increase the users experience satisfaction by consolidating the 450+ FAQs to 40 FAQs of high interest.
“Based on our Voice of Customer data, we know our customer’s support preferences. Our customer’s expectations for support interactions are changing,” explained Director of Customer Experience, Dave Cluka. “Online self-service is now the primary way our customers want to interact with us for support. Based on this data, we have consolidated our FAQ section and aligned our resources to accommodate the changes in customer preference.”
Along with the revamped content, improvements were made to the layout of the FAQ articles. The updated layout offers alternative self-servicing options -- such as videos, a user community to ask experts questions, and how-to articles -- since Briggs & Stratton knows self-servicing is a preference for obtaining support. The updated article layout also provides information on maintenance parts related to the FAQ topic.
While Briggs & Stratton knows self-servicing is a preference for obtaining support, they still offer traditional forms of assistance. For customers who prefer a more interactive approach or have multiple questions, Briggs & Stratton offers phone, e-mail, and live chat with representatives. And for those who need assistance with their maintenance requirements, the dealer locator can help find one of the 12,000 North American Briggs & Stratton certified dealers in their area.
To ensure all of its customers have a positive ownership experience, which includes not only making high quality engines and products, Briggs & Stratton listens to what customers have to say about its products and services. From a robust Answer Center that troubleshoots all day long, to gathering user feedback through ratings and reviews, to providing assistance and resources to answer maintenance and operating questions, Briggs & Stratton is proud of the connection it has with its customers.
Briggs & Stratton Corporation
About Briggs & Stratton Corporation
Briggs & Stratton Corporation, headquartered in Milwaukee, Wisconsin, is the world’s largest producer of gasoline engines for outdoor power equipment. Its wholly owned subsidiaries include North America’s number one marketer of portable generators and pressure washers, and it is a leading designer, manufacturer and marketer of lawn and garden, turf care and job site products through its Simplicity®, Snapper®, Ferris®, Murray®, Allmand™, Branco® and Victa® brands. Briggs & Stratton products are designed, manufactured, marketed and serviced in over 100 countries on six continents. For more information, visit www.basco.com or www.briggsandstratton.com.