Nintendo Device Support Content

As a leader in Nintendo of America's Consumer Support group, I was responsible for the training and performance of Email, Phone and Chat agents within the company and its' Third Party Partners. While performing quality checks on newly trained agents, it was apparent that many of the common issues could be served without a contact to a person. They could be handled with a well-crafted How-To video.

I assembled a Top-20 list of the most common and most expensive (agent talk time) issues and began to write scripts and process for solving these issues. I was able to get agreements for placing the finished videos within the Help articles, attached to standard Email and Chat responses as well as get them listed and optimized on the company's YouTube channel.

Results: All 20 videos have direct attribution to reduced contacts totaling in the millions of reduced service costs annually. Additionally, the topics are contributed a 15% increase in Subscribers to the YouTube channel in their first year of publishing.