About the Project

As CRM Manager at Parrot, a leader in drone technology, I was responsible for creating the ‘Support’ section on Parrot.com. This initiative aimed to enhance the customer experience by addressing both recreational and professional users' needs, ensuring easy access to valuable resources and solutions.

By conducting a comprehensive audit of the customer service landscape, I developed a content strategy that improved SEO performance, addressed customer pain points, and streamlined the delivery of support materials tailored to different user personas.

Key Achievements

• Customer Service Audit: Conducted a global assessment of the current state of customer service, identifying gaps and opportunities to optimize the ‘Support’ section.

• Content Structuring and SEO: Organized and formatted content to improve search engine rankings, driving increased traffic to the support section and enhancing visibility for key resources.

• Customer Insights: Researched common customer support issues and pain points, ensuring the content directly addressed the needs of both recreational and professional users.

• SEO Strategy: Developed a targeted SEO approach based on keywords generated by the customer service team, aligning the content strategy with real-world queries and concerns.

Key Skills Utilized

• CRM Strategy and Management

• Content Hierarchy and Organization

• SEO Optimization for Support Content

• Customer Insights and Problem-Solving

• Hybrid Collaboration and Team Alignment

Why It Matters

The ‘Support’ section is a crucial touchpoint for enhancing customer satisfaction and building brand loyalty. My work ensured that Parrot’s customers could easily find the information they needed, improving their overall experience and reducing the workload on customer service teams. By integrating SEO into the support content, I also increased the site’s visibility and accessibility to new users.

Looking Ahead

If your brand seeks to enhance customer engagement, improve the usability of its support resources, or optimize content for search engines, I bring the expertise to deliver impactful results. Let’s collaborate to elevate your customer experience and drive lasting success.