I Spent A Month Learning All I Could About Customer Success, Experience, and Engagement
Welcome to the landing page of my month-long project! This month, I learned all I could about analyzing data and improving the customer experience for a company called BondVet. I learned how to write cold email scripts and create a calendar to control the frequency of when posts, ads, and emails are being sent out. I became more proficient in streamlining the process of responding to customer inquiries. I learned how to use different software to do an audit of BondVet’s website and analyze insights. I was able to find what was working and where there was room for improvement. I also read “How to Win Friends and Influence People’’ alongside this month’s project. There’s a lot to check out on this page so take off your shoes, sit down, and stay awhile!
Here is my progress throughout the month!
- Pre Project Outline
- Week 1 — Project Management and Chatbots
- Week 2 — FAQ page and Increasing Inquiry Response Time
- Week 3 — Analyzing Insights and Problem Solving
- Week 4 — Content Creation and Planning
Check out what I learned this month!
I learned task management.
I set up a chatbot with a custom playbook.
I made an FAQ page and used TextExpander to increase the efficiency of a customer support team.
I used SEMrush to audit a website.
I used BuzzSumo to view how a company’s content was performing.
I created a social media calendar on Airtable.
I read “How to Win Friends and Influence People”
The tech tools that I used this month:
Blogs I wrote this month:
Drift Vs. Intelliticks Vs. Chatra — This is a comparison of three different chatbot software that I have used.
I Learned How to Craft Cold Emails — What I learned about writing cold emails and three that I created.
I Used BuzzSumo to Find Out How Content Was Performing — How I would improve content engagement based on what I found on BuzzSumo.
I Used SEMrush to Do an Audit of BondVet’s Website — What I found out about BondVet’s website and how I would fix it.
I Created Facebook Ads to Improve Content Engagement — I created three ads and wrote about why they would be effective.
I Used Airtable to Create a Social Media Calendar for BondVet — I wrote about why a company would benefit from having a social media calendar/strategy.
What I learned:
I learned how beneficial it is for a project to be well-organized and planned out. It’s worth it to take a few days to draft out a plan and a schedule. This helped me to stay ahead and be productive.
I learned that there is a lot more that goes into customer success than just answering customer questions. How easy a company’s website is to navigate and how quick links and pages on a site open affect the customer’s experience too.
The majority of the world accesses social media, making it an important platform for businesses to use to market their product. I learned how to look at insights and use that information to see what content performs well, what doesn’t, and how to improve engagement and traffic going forward.
“How to Win Friends and Influence People” provided a lot of insight into how people view different aspects of conversation in business. For example, there are principles given on how to bring an error to someone’s attention without being critical. Feedback is helpful. Criticism is not. I was informed of a lot of helpful principles like this that I will carry onward into a customer success role.
