Blog Article: Text Me Maybe
The Customer Care department needed a marketing campaign to show users that texting and IM were available and to educate them on the different ways to reach agents.
I conducted internal research, interviewed an agent, and wrote this blog post which was included in the email and social campaign, which netted an increased use of text-based messaging.
This is important because texts and IMs usually take less time and cost less money than calls or emails. They also tend to resolve issues quicker.