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The Dutch brand Ziggo, is a provider of television, Internet and telephony and has millions of customers.

To better support customers in installing Internet and telephony services themselves, Ziggo wanted to professionalise its manuals and approached Manualise to do so.

The challenge

Ziggo’s manuals were incomplete, lacked illustrations, and gave a disorganised impression. This had a negative impact on the customer journey and undermined the Ziggo brand. Professionalisation was urgently needed.

The solution

Manualise realised user-friendly quick start guides combined with more comprehensive online reference books. This resulted in a significant improvement in NPS at installation, rated by Ziggo’s customers.

All this was achieved by:

  • Clear illustrations
  • Step-by-step instructions in simple Dutch
  • An inviting design
  • Comprehensive usage research and associated optimisation

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