Customer Experience Copywriting
My technical writing takes form in customer emails, customer SMS, and internal employee websites and experiences. Being on a shared team, I have exposure across complex specialty products and services including: planned and unplanned service outage journeys, cybersecurity (DDoS included), business Wi-Fi, SD-WAN, Ethernet, bill, app updates, product activation and education, and billing flows.
Please note, in the examples below, you’ll see copy that doesn’t “look like words”. we use razorcoding (Razor markup, C#, and HTML) to pull in unique customer data. The language there “calls” to the data source to populate relevant info in the email.
Attack Mitigation - Customer Action Needed
SMS: Attack Mitigation - No Customer Action Needed
DDoS Mitigation Enhancements
Based on UX research findings
Problem: Customers were confused when action was needed or not needed based on current emails & text messages.
Users: Cybersecurity specialists at mid-market businesses or corporations
Feedback: Customers felt the information architecture of the messages did not prioritize their directive to act or standby.
Solution: Prioritized action/inaction messaging within the information architecture per UX research findings.
Timeline: 4 weeks
Attack Mitigation - No Customer Action Needed
Security Edge Activity Report Customization
Problem(s):
1. Needed to account for new product, SecurityEdge Extended Coverage.
2. Legal required the addition of service-issue notifications.
3. More data was integrated to improve customer experience.
Users: Customers subscribed to SecurityEdge or SecurityEdge Extended Coverage
Feedback: Some customers bought the service but were not completing the account set up, meaning they were not protecting all of their devices and not customizing the service to their business needs.
Solution: Customize the activity reports to flag service issues and incomplete service set up, provide more data, and create a version for the new Extended Coverage service.
Timeline: 3 months
Additional notes: To solve for the lack of self-service device set up, we also recommended an additional customer touchpoint solely devoted to setup instructions and guidance.
New Creative
Transactional Email Template Rebrand
Aligned the design with newly revised branding (leaning more into our blue color and rounded shapes). Focused this opportunity to include a more digital-adoption related footer to meet our 2023 roadmap goal of increasing digital adoption.
The design is timeless, aligned with updated branding, reflects our Service Comms tone and style while feeling lighter and refreshed.