Operations & Customer Journey Strategy + Tech Support

Researched and implemented an operations strategy & tech stack to optimize systems

Crafted customer journey language to increase conversions and clarity

Answered and solved burning strategy and tech questions many coaches get stuck on

Client: Shannon Kelly, Coaching Raw

Role: Copywriter, Strategist, Tech Ops

Tools Used: Squarespace, Paperbell, Calendly, Riverside, Google Drive, Zapier

Operations Strategy & Tech Solutions

Strategy: Advised and consulted on operations strategy, answering those burning questions like:
- What platform would be the most cost effective, yet give me the right client organizational hub for my needs?
- Should I host this as a Google Form, or native within Paperbell?
- How do I organize my client files and contracts?
- What’s the best way to automate contracts and video uploads?
Copywriting & Sales Language: Created engaging emails that welcome clients into the fold and consistently keep them coming to weekly Coaching Raw Live calls. Subscribers for the Coaching Raw subscription have increased consistently month over month.
Streamline Client Onboarding: Designed client onboarding experience to make the process more seamless, integrating Squarespace, Paperbell, Google Calendar and Calendly.
Customer Experience Language Templates: Crafted easy-to-understand language templates to send to clients to advise on FAQ and onboarding questions.
How-To Tutorials: Created clear and concise how-to content for common tech & client communications questions, so they are at-the-ready for Shannon to reference.

Example Customer Journey Flow Outline

Automated Emails