My Role: Content Strategist/Writer
Industry: Business Services

As part of an initative to improve our emails with clients, I worked on welcome emails for Corporate Tools LLC. Due to business privacy standards, exact details about this project can’t be provided.

Original Problem:

Corporate Tools is contracted with businesses across the US to assist them with their work. One of my projects was reworking the welcome emails that clients received after they ordered their services.

The original emails were vague and failed to answer important questions about new services: ex. accessing their account, tracking their order, and finding information for their business. This led to client confusion and high call volumes for customer service teams.

My Role:

• Mapped the current welcome email series with the customer service and marketing teams to identify biggest points of friction and confusion.
• Rebuilt the structure of the emails to address these issues with new content focused on clarity and the value we provide.
• Worked with our design team to improve the user experience.
• Created A/B tests for content to see which version resolved client confusion the best.

Impact:

This project showed me that welcome emails set the tone for clients from day one. A well-built email builds a client’s trust in the company and shows them how they will be a great partner for their business needs.