Global Technology Company: SMB Ads Customer Experience

Led a multi-faceted project across multiple geographics to improve customer experience for SMB Ad's customers at the onboarding and retention stages of the customer journey.

Through market, competitor and user research identified several opportunities for improvement and strategically advised client team on suggested approach

Optimised landing pages in line with best in class UX principles to achieve higher CTAs and improved quality leads to sales support team

Augmented customer support process by categorising customer problems and empowering users to self-solve where appropriate resulting in a reduction in support tickets

Restructured roles and responsibilities for the customer support team to better serve high er complexity and higher value problems.