Here’s how I’ve helped brands
+ 9% Customer Satisfaction Score (96%)
- 60% Resolution Time (< 1 hour)
- 19% Service Cost
Public Goods
Public Goods faced the challenge of scaling its customer operations to match its rapidly growing customer base. The e-commerce startup needed a robust system to manage customer inquiries efficiently, maintain high satisfaction levels, and gather actionable customer feedback. I was brought on in the Kickstarter phase to build its customer experience framework from the ground up.
Over four years, I implemented all customer-facing service software, created and maintained an internal and customer-facing help desk, managed their remote CS team, developed all CS training processes, and implemented a custom AI chat and email bot that reduced response times by 60%. These initiatives were crucial in refining customer interactions and extracting valuable insights for continuous improvement.
Increased Demo Bookings and Reduced Sales Inquiry Handling Time through Chat Automation
On Approval
On Approval’s unique model and onboarding process posed a challenge for its founders who came from the art world rather than the typical tech background. They needed software that would enable their small team to handle customer requests quickly, encourage business customers to connect with sales and funnel prospective customers into a personalized artwork recommendation journey. I stepped in to meet these needs by implementing and optimizing their Intercom live chat service. I crafted automated workflows that not only expedited customer service responses but also enabled an efficient process for booking demos and taking personalized artwork taste profile quizzes.
On the operational side, I designed backend systems to efficiently track chat topics and manage data, ensuring seamless integration with HubSpot. I also led a revamp of the logistics workflows using Asana, Zapier, and Stripe. This reengineering included a streamlined approach for managing new customer subscriptions, capturing delivery information accurately, and coordinating logistical tasks.
Enabled Real-Time Customer Insights
Boosted Team Efficiency with Advanced Metrics and SOP Overhaul
Peanut Butter & Co.
Peanut Butter & Co’s products have been beloved by their customers since before the internet was in most of our homes. However, adapting to the latest digital tools was a significant hurdle for this traditionally non-digital company. I collaborated with Peanut Butter & Co. to conduct a comprehensive audit of their customer service and experience systems. I undertook the task of migrating their data to advanced customer service software and overhauled all their customer service processes, standard operating procedures (SOPs), and key performance indicators (KPIs).
Recognizing the magnitude of this transition for Peanut Butter & Co, I provided comprehensive project management support and facilitated this change through extensive training, regular office hours, and in-depth documentation. My goal was to ensure the migration was as seamless and disruption-free as possible.