Case Study - GE Fabbri's My Subscription Help

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GE Fabbri’s objective was to create an online generic FAQ interface that would help readers of individual partworks. The website needed to be easy to use, allow customers to quickly identify their magazine and find the answer to their question. Origin’s programmers were involved from the briefing stage to get indepth understanding of GE Fabbri’s objectives and resolve any technical difficulties. Each GE Fabbri partwork has its own website and the Subscription Help website also needed to fit seamlessly with the design of each website.

Website

(www.mysubscriptionhelp.com) Origin designed a site that offers customers a new and efficient way to find answers to their questions with minimal effort. The site is fully customisable to each new partwork website yet retains a generic base to keep costs down and be consistent with the expectations of repeat customers.

Website Features

• Customers rate answers on a 5 star scale
  

• Most frequently viewed questions rise to the top of the page
  

• Customers suggest questions to include on the site
  

• Search function
  

• User guide
  

Website Stats

• Over 30,000 customers have used the site since it launched
  

• Average customer reads 3 questions and answers
  

• 27% of customers visit the site more than once
  

• Localised to deal with questions in six countries
  

• Translated into French, German, Portuguese and Russian