Reducing Ticket Volume While Improving CX
A tactical blog post for customer service professionals
Organization: Helpshift, an AI-powered customer service platform
Project overview: Collaborated with customer success team to create a monthly guide with industry best practices
My role: Marketing writer and project manager
Goal: Upsell new product offerings to customers.
My process:
- Met with customer success team to choose a topic based on marketing goals and customer inquiry data
- Drafted and sent interview questions to Head of Customer Success
- Interviewed account managers
- Wrote blog post based on key takeaways
- Sent for approval to both marketing and customer success team stakeholders
- Uploaded and published via WordPress
