CX Automation

I was given the opportunities to explore on making user experience to feel more…human! Emails are boring, they’re texty and tacky. They easily take up most of what’s above-the-fold ⁠— where the real estates are. Visual driven emails also seem spammy triggering low CTR and email opening rate. Do users even want to load up that email if the image itself is heavy? How do we leverage that? Looks good on desktop but constrained on mobile?

Order Confirmation Email by Comfort Works Australia

Responsiveness between devices helps the ease of navigation and scanning through the information easily.

1. Order Confirmation gives the customer a peace of mind with their details being kept as their record.
2. Order Processed lets the customer know that their order is being actioned since the initial stage.
3. Order Shipped last but not least, one that get people excited to acknowledge their package whereabouts.

Customer receives a “handwritten” thank you note from Rachel; the co-founder, herself. But that’s where I have fooled you. It isn’t a ‘handwritten’ letter.

As much as she’d like to personally drop her gratitude to each customers, she wishes she has all the time in the world! I worked with Rachel closely to get her to write 6 sets of pangram.

The sheets were then processed digitally. Rob; the ass-kicking back-end developer, and I, worked on a module that generates random choice of alphabets to make the handwriting as seamless and natural as possible.

The module then generates the template out once an order gets through. Our colleagues in Shenzhen, China, then receive the printouts upon order confirmed.