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Worldpay: creating a Drupal 8 help centre for a global payments leader

  • Customers needed fast access to information for resolving product queries
  • Worldwide payments provider Worldpay rolls out Drupal 8 online help centre
  • New help centre attracts 2,536 users in the first month after launch

 

Worldpay is a global leader in payments processing technology and solutions for merchant customers. Its secure proprietary technology platforms are used by merchants of all sizes to accept a vast array of payment types across multiple channels, anywhere in the world.

Challenge

Worldpay’s customer support content was high-level, limited, and scattered across various online properties including the Worldpay.com FAQ pages. Without a single online platform providing detailed and comprehensive support content, Worldpay customers were unable to quickly resolve product-related queries for themselves.

Worldpay needed to empower customers to better understand the functionality of their products in a way that alleviated pressure on the customer service team while saving time and adding value for those customers.

Solution

Our work with Worldpay included:

  • Discovery: workshops with key stakeholders to gain a deep understanding of the project goals and how success would be measured to help prioritise and inform decisions.
  • Drupal 8 customisation and implementation.
  • Integration with Acquia Pipelines for assembling, compiling, and governing codebases.
  • Integration with ContinuousPipe, a product by Inviqa, for a faster development workflow.

 

Worldpay required a solution that supported its objective of improving the customer support experience. A central, standalone website would house all its customer content in a single online location, empowering customers to learn more about their products and resolve any issues for themselves.

With a multitude of different options regarding features, behaviours, and solutions, Worldpay recognised the need for a Discovery process to clearly define its requirements.

We had to do a lot of groundwork to define exactly the behaviours and characteristics we wanted the site to have. The Inviqa team were extremely helpful in assisting us in shaping our requirements to overcome any technical issues or with finding technical solutions to difficult requirements.

Alex Godwin, product analyst, Worldpay

Conducted by Inviqa, the Discovery identified that a main requirement of the content management system (CMS) was the ability to quickly and easily make modifications based on customer feedback and behaviours. The new site needed to provide a positive user experience and a simple user journey, making it easy for the customer to easily extract the information required, while gaining additional insight in the process.

Drupal 8 was identified as an ideal platform for meeting this criteria.

Results

The standalone Worldpay Help website enables customers to resolve product queries online, and with 3,551 sessions from 2,536 users in the first month after launch, the platform is improving online engagement and reducing pressure on the customer support team.

Having this one resource that provides an end-to-end guide on each of the products is going to make a massive difference in the ability of customers to maximise the benefits of their Worldpay products to their business.

Alex Godwin, product analyst, Worldpay

Drupal 8 provides Worldpay with a powerful but easy-to-use content management system for creating and managing content effectively. The Worldpay team are already planning to define a roadmap to expand the help centre content offering.

The use of ContinuousPipe ensured shorter lead times, faster feedback loops, and greater visibility for the product owner over features in development. Meanwhile Inviqa’s recommendation to use Acquia Pipelines enabled the team to fully automate the build process all the way to production.

Want to empower your customers using rich content? Need support on your digital journey? Let’s talk!

Inviqa’s expertise has been invaluable in helping shape the finished article. Their advice and judgement always has our best interests at heart.

Alex Godwin, product analyst, Worldpay

We help brands achieve complex business requirements using next-generation content management solutions like DrupalGet in touch to learn how we can support you.