Work With Me

As a professional helper, I understand the importance of providing a seamless customer experience to meet your unique business goals. I’m passionate about helping early-stage and growth-stage start-ups succeed, and I’m committed to making your customer experience exceptional. Take a look at the services I can provide below, and reach out to revolutionize your start-up's customer experience strategy and foster long-term success.

Fractional CX Lead

Do you need help establishing your support organization but feel it’s too early to hire a full-time senior leader? I can help you shape and reorganize your customer support experience to fit your business goals on a fractional basis.

    • Onboard or audit your support tech stack

    • Build out or audit support automation to improve efficiency, accuracy & data collection.

    • Set up sustainable Support policies, processes, and reporting for your Support team, especially for teams with limited resources.

    • Provide ongoing advice as your Support team scales and your product changes.

    • Build a support brand style guide customized to your business.

    • Build or audit internal knowledge content (onboarding, ongoing training, canned responses, etc)

    • Build or audit external knowledge content & structure (FAQs, chatbots, self-serve automation, etc)

    • Audit current workload and suggest appropriate staffing needs based on current & desired tech stack.

    • Build out or audit current recruiting workflow to find top support talent or onboard appropriate BPO.

    • Write or audit job descriptions to attract top support talent.

    • Run your support recruiting program.

    • Build out or audit support metrics reporting, including a voice of the customer program.

    • Build or audit customer journey maps and/or service blueprints.

    • Create sustainable communication processes between cross-functional teams.

reshape your customer experience

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reshape your customer experience 〰️

Automation & AI Tooling

Automation and AI tools are revolutionizing customer support. They can be cost-effective and scalable, provide personalized assistance, and enhance customer experience. I can help you find the right tool for your support environment and assist with the onboarding process.

  • Identify where AI-enabled support can be appropriately implemented to improve customer experience.

  • Help choose an appropriate internal tool, chatbot, or self-serve tool for your business goals and desired customer experience.

  • Build a sustainable process for keeping AI chatbots or other tools trained.

  • Available 24/7

    Chatbots don't sleep or take breaks, unlike humans. They're always online, offering consistent support regardless of time zone or holidays. Customers get answers instantly, reducing frustration and boosting satisfaction. You must keep your knowledge documentation up to date for this to benefit your users!

  • Efficiency

    Forget waiting in queues or sifting through lengthy FAQs. Chatbots provide immediate responses, guiding users to the answers they need swiftly. This saves customers and your support team time, leading to higher productivity.

  • Reduced Cost

    Training and managing human agents come with significant costs. Once onboarded and trained, chatbots require less investment than an agent, significantly reducing personnel expenses. This frees up resources for more complex customer interactions.

  • Personalization

    Gone are the days of robotic responses. AI chatbots can learn and adapt, offering personalized answers based on user history and preferences. This creates a more engaging and relevant experience for each customer.

  • Scalability

    Human agents can get overwhelmed when customer volume spikes. Chatbots, however, can handle a high influx of inquiries simultaneously, ensuring timely responses even during peak periods. The chatbot can even help organize sudden influx in volume before it gets to your team’s inbox.

  • Localization

    With AI, language barriers are no more. Some chatbots can be programmed to communicate in multiple languages, catering to a broader customer base and improving accessibility.

  • Consistent Info

    Forget inconsistencies or misleading answers. Chatbots access and deliver information directly from your knowledge base, guaranteeing accuracy and consistency across all interactions,

    as long as you keep that knowledge documentation up to date

    !

  • Customer Insight

    Chatbot interactions can generate valuable data on customer behavior and frequently asked questions. This data can be analyzed in your

    Voice of the Customer

    program to improve your FAQ content, identify product issues, and tailor future development plans.

  • Happy Customers

    By addressing issues faster, providing 24/7 support, and offering personalized interactions, chatbots contribute to a more positive customer experience. This translates to higher satisfaction and loyalty.

  • Active Learning

    Unlike static FAQs, AI-powered chatbots continuously learn and evolve based on how you update your knowledge documentation. They refine their responses based on user feedback, interactions, and your training input, ensuring the information they provide stays relevant and accurate.

Make It