On Approval’s unique model and onboarding process posed a challenge for its founders who came from the art world rather than the typical tech background. They needed software that would enable their small team to handle customer requests quickly, encourage business customers to connect with sales and funnel prospective customers into a personalized artwork recommendation journey. I stepped in to meet these needs by implementing and optimizing their Intercom live chat service. I crafted automated workflows that not only expedited customer service responses but also enabled an efficient process for booking demos and taking personalized artwork taste profile quizzes.

On the operational side, I designed backend systems to efficiently track chat topics and manage data, ensuring seamless integration with HubSpot. I also led a revamp of the logistics workflows using Asana, Zapier, and Stripe. This reengineering included a streamlined approach for managing new customer subscriptions, capturing delivery information accurately, and coordinating logistical tasks.