Case Study
Bitdefender
API Integration and Website Development to Enhance Customer Support Platform
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Case Study
Client industry:
Technology
Annual revenue:
$500M+
Project/Billing Type:
WordPress Development Retainer
Client website:
bitdefender.com
Company Size:
Corporate
Project Timeline:
Ongoing
Overview
Bitdefender, a global leader in cybersecurity solutions, sought to elevate its customer support platform by optimizing both the front-end and back-end of its website.
The goal was to enhance customer satisfaction and reduce support costs.
As Bitdefender’s technical development partner, WPRiders was tasked with optimizing the existing support website and creating a new, user-friendly support center, resulting in a more efficient and responsive platform that improved the overall user experience.
Challenges
- Website Optimization
- New Support Platform Development
- Enhanced Search and Navigation
- Efficient Customer Interaction
- Global Accessibility
Results & Benefits
- 60% improvement in Core Web Vitals
- the new platform saw a 20% increase in page views
- the support team’s workload was reduced by 20%
- the users now quickly find relevant support articles and information, including within PDFs thanks to a comprehensive search system using SearchWP and Live Search
- automatic content translations were implemented
Our approach
WPRiders collaborated closely with Bitdefender through a two-phase approach to optimize and develop the customer support platform:
- Optimizing the Existing Support Website:
Bug Fixes and Usability Improvements – WPRiders resolved numerous bugs, improved website navigation, and optimized the mobile display of multi-language content.
Custom Validations and Enhancements – The team implemented custom validations for various support forms, ensuring a smoother user experience.
- Developing a New Support Platform:
Advanced Customization – WPRiders created a new website using Advanced Custom Fields with Flexible Content to rebuild key sections like the homepage, category, and article pages. The new design was fully responsive and allowed for dynamic content management, benefiting both administrators and end-users.
Performance Optimization – The website’s content was optimized, and a caching system was implemented, leading to faster load times. Lazy Load functionality was added for video content to further enhance performance.
Advanced Search and Chat Integration – WPRiders developed a custom search system and integrated APIs for Live Chat and Bot Chat, improving user flow and reducing the burden on the support team.
Dynamic User Flow – A Contact Form Flow was introduced, intelligently directing users to specific support teams based on their issues, which streamlined the support process.
Data Insights and Content Management – The Adobe Data Layer was integrated for better analytics, and a dynamic table of contents and feedback functionality were added to support articles, improving content accessibility and usability.
Gallery
Conclusions
The collaboration between Bitdefender and WPRiders resulted in a highly optimized and user-centric customer support platform.
The platform’s enhanced performance, increased user engagement, and reduced support workload reflect the success of the project.
With a 60% improvement in Core Web Vitals and a 20% reduction in the support team’s workload, Bitdefender has not only improved customer satisfaction but also optimized its support budget.
The ongoing partnership with WPRiders continues to elevate Bitdefender’s customer support, ensuring that it meets the demands of a global, digitally-driven market.
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