Reduced Support Load with Post-Purchase Series

Overview:  

Customer service was experiencing high call volumes which contributed to long wait times for customers. Created a multi-touch series in Klaviyo to educate customers and reduce need to call support, showing how strategic email touchpoints can reduce operational strain and improve the customer experience.

Results:

• 22% reduction in call center volume

Strategy:

Identified  top support issues, most frequently asked questions, and other onboarding information customers were lacking. Embedded solutions into a post-purchase email flow to proactively address customer questions.

My Role: 

• Led CRM strategy and customer journey mapping

• Developed email content focused on FAQs

• Collaborated with product, customer service, and design teams to identify and create needed content