HelloTech is on-demand, in-home tech support. We match vetted, background-checked technicians with customers to service anything related to technology within the home. After launching in 2015, HelloTech acquired a competitor in 2016 in a strategic move to scale operations nationwide. As a result of the merger, we inherited a transactional email system that was heavily-coded, and poorly-written. This resulted in a lot of inbound requests from confused, first-time customers and an inability for the product team to edit or create new emails without engineering.
Post Merger Transactional Emails heavily coded with logic
Goals
Improve overall customer experience by communicating appointment expectations while providing contextual feedback
Set up internal workflows so that product had a backlog, and could easily create, edit, and update transactional emails for future feature launches
Mapping out User Journeys to Define Use Cases and Triggers
In-home customers
Remote customers
Subscription based customers
Customer Gifting and Redemption
Fail Flows
Admin Escalations
Understanding Context in Order to Craft Messaging
Working with operations, we looked at inbound customer service requests as well as post-service technician job logs to understand customer frustrations and pain points.
Service Questions Customers Asked (Around 26%)
I just booked my appointment, what happens next?
Do I have an actual appointment?
When is my tech coming?
How do I cancel or reschedule?
Feedback from Technician Post-Appointment Job Log (Around 13%)
Unable to complete order due to customer unprepared/misinformed
Customer no show
Solution
Once we had our use cases, triggers, and content, we decided to craft our transactional email templates based on reusable modules for consistency. We also created a backlog to inform our internal design team on which emails contained which modules so that when it came time to edit a particular module, we knew which emails would be affected.
Results
This effort to clean up and organize customer communications improved HelloTech’s NPS score, increased job completion rates, and brought our over technician ratings to a whopping 4.84 out of 5. The improved transactional communication simultaneously reduced our internal call volumes, helped our fulfillment team stay on top of escalations, and laid the foundations to improve our internal workflows.
