Special Project: Customer Support Center
Driving Product Adoption & Retention Through Customer Enablement
Problem
Customer Support faced high call volumes regarding basic system navigation, while high-value platform features remained underutilized due to limited customer communication. High customer churn was driven by low feature adoption and a lack of self-serve onboarding resources.
Solution
I designed and built a full-funnel customer enablement and education ecosystem to empower users, drive feature awareness, and promote self-service learning.
Customer Support Center
Designed and built a centralized knowledge hub featuring searchable user guides, FAQs, instructional video walkthroughs, and product update logs.
Monthly Product Updates Email Newsletter
I designed and built a full-funnel customer enablement and education ecosystem to empower users, drive feature awareness, and promote self-service learning.
Live Customer Webinars
Hosted interactive product webinars to demonstrate new releases, highlight key use cases, and engage directly with existing customers.
15% increase
in product usage
13% reduction
in churn rate
17% reduction
in support call volume
Jessica Puente 