Personalized Customer Support
Reduced caseloads, launched new products, and created more personalized support experiences.
Challenge
Airbnb needed to modernize its customer support function to (1) increase host and guest trust + confidence, (2) create more engaging + personal experiences, (3) reduce costs and (4) increase agent effectiveness.
To do that, they had to refresh content across every host, guest, and agent touchpoint.
Solution
I designed and ran a support content studio that could: (1) create any kind of digital support content, (2) flex production based on client needs, and (3) operate at global scale.
Solution included creative strategy + direction, mobile-first copywriting, graphic design, creative production, project management, and quality assurance.
Developed a variety of content types, including customer help articles, multimedia support assets, support agent workflows, etc.
Impact
Reduced agent caseloads, saving an estimated $5M/year.
Created thousands of pieces of digital content across support channels.
Launched critical new agent and customer journeys (like self-solve).
More Airbnb Case Studies
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ENTERED THE $9B CORPORATE EVENTS MARKET TO DIVERSIFY REVENUE
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SEGMENTED 4M HOSTS GLOBALLY TO ENGAGE THEM IN MORE PERSONAL WAYS
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STREAMLINED MARKETING AND BECAME INTERBRAND’S FASTEST GROWING BRAND
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GENERATED 9K LEADS OF BESPOKE TOUR OPERATORS TO HOST EXPERIENCES
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TRANSFORMED THE CUSTOMER SUPPORT EXPERIENCE AND SAVED AN ESTIMATED $5M
Personalized Support Content
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HYPER-PERSONALIZED CONTENT ACROSS AIRBNB'S WEB AND MOBILE APPS
Product Design