Twitter, Inc.
Automatic response templates, content audits, and guidelines to enhance premium customer experiences, enabling platform growth and trust. Click all images to enlarge.
01 — Premium Support
Communication strategies for global support agents to engage and deliver solutions to premium-level advertisers.
02 — Creative Process
Goal
Enable clear and consistent communication with premium-level customers.
Challenge
Adapt Twitter's voice to a business audience that ranged from global brands, to government entities.
Solution
Research and identify new content opportunities, share insights with stakeholders, and secure approval to proceed and implement solutions.
Results
New guidelines for support agents, adding a valuable resource to facilitate quick responses that solve cases quickly and inspire trust.
Voice & Tone Style Guide
03 — Content Audits
Review response templates to surface legacy content and update it with new brand messaging, content formatting, and links to new policies.
04 — Creative Process
Challenge
Review 480+ automatic responses and deliver a visual representation of research data to identify obsolete content and new opportunities.
Solution
Use Google Sheets to organize content, then use Confluence to import metrics into tables and display data via dynamic charts.
Project Tracking
Track progress using timelines, milestones, and weekly reports to socialize findings with stakeholders.
Results
Created a plan of action to deprecate obsolete content, then updated or created new response templates in order of importance and demand.
Audit Reports
Dynamic Charts
488
Email templates audited
+32%
Increase in efficiency
-21%
Reduction of legacy content
5
Cups of coffee consumed daily on average
