Tailored Deliverables:

+ Weekly Aging Report – Monitor outstanding orders and ensure timely follow-ups.

+ Order Tracking – Establish a system to track shipments, delays, and exceptions, generating actionable insights for CX resolution.

+ Returns & Exchanges – Streamline processes to improve efficiency and customer satisfaction.

Working closely with 3PL and operations teams to:

+ Review refund and exchange workflows.

+ Identify bottlenecks and inefficiencies.

Louise will hire, train, and manage a dedicated CX lead for the account.

Contract Length: 6 months, with the option to hire the team member afterward for 20% of the average monthly bill.

Project Management: Louise will remain as your CX project manager throughout the 6-month period, using our expertise to work with the dedicated Lead on the account, providing training, and fine-tuning skills.

Developing a structured weekly checklist for the CX team to ensure consistency.

Creating Loom videos and step-by-step guides covering:

+ Weekly tasks.

+ Common troubleshooting scenarios.

+ Best practices for customer interactions.

Conducting a hands-on evaluation by placing three orders to assess the full customer journey, covering:

+ Website usability and design.

+ Checkout experience.

+ Email notifications and post-purchase communication.

+ A detailed report with insights and actionable recommendations.

Connect channels, determine tone of voice, set up AI ticket tagging, create guidance and actions.

Help Center setup and implementation, including writing articles on key topics (Shipping, Orders, Payments, Product Info, etc.)