Client Communication

After a client purchased this product, further information was needed to deliver what was purchased. The confusing post-purchase communication (Fig. 1) led to bad reviews, client complaints, and refunds. This communication was delivered via email, often landing in the client's spam folder.

Fig. 1

My Process

I audited the client reviews to pinpoint the source of confusion and frustration. I worked with the Guest Experience department to figure out a delivery timeline and dig into alternative delivery methods. I acquired response rates, satisfaction surveys, and analyzed various sources of data.

My Solution

I solved the delivery issue by changing the method of delivery. Instead of email, we would use text message. This would ensure our communication landed in front of the client instead of in their spam folder.

I reduced the email down to two text messages. Directly after booking, the client received Text One (Fig. 2) requesting the required information needed to deliver the product. Forty-eight hours prior to the product delivery, the client received Text Two (Fig. 3).

Fig. 2

Fig. 3

I designed a FAQ page (Fig. 4) to include in the text. This page addressed the most frequent points of friction communicated by clients in the reviews I read and data I audited.

Fig. 4

The Results

Text One raised the response rate from 83% to 98% meaning the company no longer had to cancel the client's purchase.

Text Two elevated the client experience and managed their expectations while ensuring the product could be delivered as planned.

Implementing this process relieved 30+ work hours each week in the Guest Experience department and elevated the review rating from 3.8 to 4.7 within 60 days.

Peripheral Vision

This project offered a chance to address a source of friction on the company's side - branding. Effective writing works hand in hand with a company's values and goals.

This product is sold through third-party distributors meaning the company's brand often gets lost. The communication immediately established the brand, "Hi! This is Biagio from Walks ⚜.".

The company immediately saw more client reviews addressing their brand in lieu of the third-part distributor's brand.

Interested in what I can do with Digital Products? Check it out