Customer Service Experience
CUSTOMER SERVICE EXPERIENCE
Need to improve your business and enhance customer service experience to help elevate your business?
As I have been involved in multiple complex technical projects I can add value by gathering the right requirements with all business teams.
My involvement is around improving the customer experience on-site also relating to the customer service related areas that are being exposed to the user.
Improve the findability of CS-related items, improve Customer service related pages and initiate (chatbot)flows to reduce manual customer contacts as well as enhancing the my-account areas on-site including transactional e-mails.
How I can contribute to improve
I have been fully responsible for the creation of the user-friendly knowledge base of Body&Fit and Optimum Nutrition.
My involvements were the integration of Freshworks to improve the experience for users to interact with the Customer Service department.
Also have I been responsible for enhancing the FAQ pages for users to easily find their queries as well as the implementation of the Chatbot flow to reduce the manual interactions with agents with the aim to reduce the headcounts.
At adidas I have set-up the NPS process to allow the ability for incoming detractor feedback to be dealth with in real-time by the right department – by using video session replays and data to reproduce issues and customer pain-points and resolve them with their respective teams through JIRA ticket distribution and a dashboard for visibility.
Improve the user experience relating to customer service related initiatives .
As highlighted within the first tab – just to summarize in short what the accomplishments have been are the following:
- Implementation and optimization of the chatbot-flows
- NPS process initiation end-to-end
- Freshwork integration and project management
EXPLORE OTHER SERVICES
WHY I AM THE IDEAL CANDIDATE
Good vibes only! No matter the project complexity – there is always room for fun.
My attitude and organized way-of-working will ensure that every project delivery is handled with extreme detail.
I would like to invite you to experience what many others have experienced collaborating with me.
I don’t want to brag – so therefore check out what others have to say about previous collaborations – click HERE.
In my +10 years of experience I have experienced many projects with all different levels of complexity. This varies from – CMS Migrations, country roll-outs, localizations, integrations, web feature developments, Black Friday madness, E-mail flows, 3rd party-tool onboardings, company-wide project coordination ..and the list goes on and on…
I am confidence in my ability to adapt to the circumstances, that whatever challenge is put in front of me – will be handled professionally.
All my project involvements will be fully documented so that you can benefit from my inputs for a lifetime. This can be done by f.e. handover documentation, tutorials OR an overview of highlights and achievements. This so that new hires will always have the ability to reflect on what has happened!