Because all visitors use the same search functionality to find information, Sub-Zero and Wolf had to carefully consider all of the different audiences that are accessing the site and provide valuable information that meets their varied needs. Consumers are a subset of a larger audience that includes showroom representatives, distributors, designers, architects, installers and cabinet makers, among others. Each of these audiences has different needs – dealers might need a quick reference sheet with key features for prospective buyers, while installers often require detailed specifications and measurements.
Coveo allows Sub-Zero and Wolf to create customized results that include a full range of product information, including important product details, Quick Reference Sheets, associated accessories, CAD downloads, videos, FAQs and even recipes. Visitors can either use the quick search field located in the site’s main navigation, or access an advanced search page that allows for further refinement. For instance, product specifications make up 26% of total clicked pages, and direct downloads (CAD files, pdfs, etc.) make up 11% of total clicks. That means 38% of clicked pages are helping users (most likely valued trade partners) find specific and technical information on products quickly and without much navigation.
Sub-Zero and Wolf also chose to have Ascedia integrate existing content from their Answer Advisor tool into Coveo. This integration allows visitors to access the same helpful information that Sub-Zero and Wolf’s customer service representatives use, creating a self-help resource that has reduced call volume and made it easier for visitors to find the information they need. These Answer Advisor pages make up 12% of total clicks, which means these results help owners access information that address their specific questions, such as troubleshooting, part replacements, and so on.