Photo by Andreas Klassen on Unsplash

Learning All I Can About Customer Success, Experience, and Engagement: Week One

This month, I am working on increasing customer success and engagement for a company called BondVet. For a full overview of the project click here.

This week was all about project management. I decided on what my project would be about, I found the perfect company to do the project for, and I set up a well-organized, project management system.

What I planned to do:

1. Decide what my project would be.
2. Research companies on the Praxis Opportunities Board and find the perfect company to do the project for.
3. Create an outline for the project.
4. Create a day to day breakdown in my task manager, Notion.
5. Set up a mock website.
6. Add a chatbot to the website using MobileMonkey, and create a video on how I did it.
7. Research what questions people have about the company’s product/service and create a FAQ page for them and add it to the mock website.
8. Create a video on how/why I did it.
9. Start reading “How to Win Friends and Influence People”

What I actually accomplished:

Project idea and outline

I decided that I would spend the month creating a real value proposition for a company that I would be interested in working for. I will be learning about different key performance indicators (KPIs) and how to analyze data to increase a company’s customer engagement and success.

I found a company that I was interested in. BondVet offers veterinary services and is looking to hire a customer service care coordinator. I looked over their website and social media accounts and wrote down the ways I thought I could create value for them. With a few tweaks and revisions, this became the outline for my project.

Then, I took the outline and broke it down into what I wanted to accomplish each day. I created a to-do list in Notion so that I can keep track of what needs to be done each day and cross the item off once it’s finished. This will help me ensure I accomplish everything I want this month.

Creating a mock website with a chatbot

I created a mock website for BondVet. BondVet has a really great website already. I am not trying to suggest replacing their website, rather I need a place to show how I would install a chatbot as well as a frequently asked questions page.

I ended up creating a chatbot using Intelliticks as opposed to MobileMonkey. I wasn’t really impressed with the steps you take to set up an account with MobileMonkey or installing it into a Wix website. I gave Intelliticks a shot and really liked it. Intelliticks just seemed like it had a much smarter way of customizing the visual of the chatbot, as well as the playbook. I have worked with Drift and Chatra in the past and Intelliticks is now my favorite tool for creating a chatbot.

I decided to spend a little extra time creating a customized playbook for the chatbot to get experience writing one and so that BondVet would have a more personalized string of automatic texts. I created a video explaining how and why I did it.

Challenges I faced this week.

I spent a lot of time coming up with a whole project idea, creating an outline, and setting up a task manager for a project that I decided to scrap. I wanted to come up with something that I was more excited about. I’m glad I did it but I also lost two days from that.

I spent time setting up MobileMonkey and learning how to use it only to not be impressed by it and not want to use it for my project. It wasn’t integrating with Wix how I wanted. I read “Top 5 AI Chatbots for Wix” on Medium and decided to learn Itelliticks. I liked Intelliticks so much that I decided to not only create a chatbot but play around with their custom playbook features and create a couple of different playbooks with automatic responses.

Because I spent so much time coming up with my project idea and learned two chatbot tools as opposed to one, I was only able to start researching what questions people were asking about BondVet and creating that FAQ page.

I also wasn’t able to start reading “How to Win Friends and Influence People” as I have ordered it and it simply hasn’t arrived yet.

Overall, I’m content with how this week went and what I got done. I can’t wait to start the second week and see what comes together by the end of it!