Customer FAQ Multimedia
The following projects show some of the work I have done for customer and public facing multimedia and educational content. Customers who reach out to Sezzle’s support channels are looking for quick, easy, and approachable answers to their common questions. These projects exist for shoppers with visual learning styles and have been the first of its kind at Sezzle.
Most frequently asked…
Sezzle was receiving thousands of contacts from customers who wanted to know how to change the phone number on their Sezzle account. It’s the type of issue Sezzle support agents loved because it’s a quick and easy (non-escalated) action to take care of over the phone. For the business, however, we needed to find a way to empower customers to utilize the self-service tools at their disposal, and reduce the number of touch points for customers reaching out to agents. This video is used as a teaching tool for our most common issue.
Agile Product Enhancements
Sezzle makes enhancements to its product at a rapid clip. With agile changes to the customer experience, comes a need for educating our customer service agents and our customers with quick learning experiences outlining exactly what they need to know. Sezzle changed the way their payment reschedule system works in the app and this quick video tutorial demonstrates a self-service tool for customers to use instead of getting in touch with our support teams.
What is a skill worth bragging about?
I can take complex information and design it in a visually appealing way that makes it easier and faster to understand.
Skills / Tools
Camtasia
This video editing software is used for the customer FAQ and product enhancement videos.
Figma
Partnering with UX/UI designers in the Product Department, I gained access to their wireframes and created my own prototypes for training purposes like the projects above.
Visual Design
With a variety of tools, I am able to produce visual design work that follows branding guidelines while also being educational and effective.
CRM + Zendesk
Sezzle uses Zendesk as a CRM and I interact with the Guide portion of the suite to update and format customer-facing content and FAQ articles.