I’ve worked in tech startup customer support for 7+ years and in customer facing roles for the majority of my career.
I can work with you to improve how your business helps customers when they get in touch. I can also help with training new managers in customer support and help create structure for them and their team to succeed.
Customer knowledge base strategy
Your knowledge base is the foundation of supporting your customers. It’s the first place customers, your team, and AI will refer to if they have issues. I’ll help you:
- Audit and optimise existing documentation for clarity and navigation
- Create any missing documentation to fix common questions
- Review existing workflows and optimise them
Using AI in Customer Support
AI helps both customers and your team find the answers they need. I can help you:
- Identify the right AI tools for your business
- Develop strategies your team will actually use
- Create guidelines for balancing AI automation with human responses
- Measure the impact of AI and improve performance over time
Data collection and analysis
Data and metrics are key to making good decisions and see whether changes you make are effectively improving customer support outcomes. I’ll help you:
- Start tracking support metrics
- Create dashboards to analyse data you collect
- Identify trends in customer contacts and make plans to reduce these
- Turn support contact data into insights for product development and business strategy
Manager support and training
Managers play a key role in making customer service agents feel supported and help to identify talent that can progress to more complex tasks. I provide:
- A framework for managing a customer support team and making sure all new hirers are trained effectively
- Creating structure for managing a remote team and effective ways to build trust
- How to use the data we collect to inform decisions and determine who is excelling in their role and who needs extra support
When you’re ready to get started reach out to me: hello[a t]henry.cx
Useful links and resources:
- Monzo tone of voice
- A good example of setting expectations for interacting with customers and the benefits of writing in a clear way