Klaviyo Community Posts
Created public-facing FAQ Community posts, posted once a week based on top customer design questions. Cross collaborated with Community Specialists, SEO Experts, Academy Team Members, and Communication Designer to create these weekly posts.
Posts can be found here. I have more than 20 posts. As of November 2022, my posts have cumulative sum of over 5000 views and 50 comments!
Since I automated/ streamlined the process to add these Community posts, if I find more data and want to add another post, it is very easy to do.
The goal of this project is to divert some customers to find the answer they’re looking for, in Community rather than submitting a support ticket. Or, if a customer does reach out to Support, hoping Support Reps can send these community posts to customers, to decrease ‘time to respond’ rate.
Created these posts for frequent customer questions. Found these questions by researching through Zendesk, and discussing with Backline Team for most frequently tagged customer questions. When customers submit a question, once a support representative answers the question, the ticket is tagged based on what part of the tool the question pertains to. The Backline Team and I found (in Zendesk analytics) the most tagged email design questions, with high reopen rates. Created the weekly posts based on these.
Used Community for this project, so it can be customer facing, and so customers can comment questions/responses on the posts. I welcome customers to comment any further questions that I can answer, so these posts can be as helpful as possible.
Collaborated with a member from the Community team to discuss the process of posting these auto weekly and creating my own Klaviyo Community account. Met with a Klaviyo SEO Expert to strategize the best process to increase views on these posts. Learned that downloading the instructional video (originally on Loom) and then embedding the video into the post, would increase discoverability. Lastly, asked Communication Designer to create a graphic template that can be updated for each post with the title. The graphic showcases Klaviyo branding and features women in tech. An example is featured below.
These posts are based on my public facing loom video library that reps send to customers in chat and email responses. These videos are used frequently, in order to aid reps in answering customer questions.
I have been advertising this series through a few different methods. I told internal Klaviyo Customer Success Managers, Onboarding Reps and Support Agents - so they can send the posts to their own customers. I also joined an external ‘Email Geeks’ Slack community and posted within a few different email design/Klaviyo slack channels. As well as, made a Reddit account and posted on the public Klaviyo Reddit page. I attached screenshots of a few of my advertising channels.
With this on-going project, I hope to make customers and reps lives easier, by providing easily accessible, and easy to follow, email design tutorials.
An example Community Post of mine:
