Public Goods faced the challenge of scaling its customer operations to match its rapidly growing customer base. The e-commerce startup needed a robust system to manage customer inquiries efficiently, maintain high satisfaction levels, and gather actionable customer feedback. I was brought on in the Kickstarter phase to build its customer experience framework from the ground up.
Over four years, I implemented all customer-facing service software, created and maintained an internal and customer-facing help desk, managed their remote CS team, developed all CS training processes, and implemented a custom AI chat and email bot that reduced response times by 60%. These initiatives were crucial in refining customer interactions and extracting valuable insights for continuous improvement.
0 likes · 18 views · Jan 9, 2024
I was brought on in the Kickstarter phase to build the Public Goods customer experience framework from the ground up.
