YesHello wasn’t just my first startup, it was an adventure, a classroom, and a chance to create something different. I’m fortunate to have been part of the journey from the very beginning, alongside co-founders who shared my passion.
My love for crafting user experiences, solving problems, and making things work efficiently fueled everything I did at YesHello. Whether it was making onboarding feel like a breeze or turning dry technical details into engaging content, I wanted our users to feel empowered by our product.
Navigating the intricate labyrinth of the WhatsApp API was a definite challenge, but hearing success stories from users who doubled or tripled their sales thanks to YesHello. That’s the kind of satisfaction that keeps you going.
Here’s a glimpse into some of the areas I poured my energy into:
From day one, I’ve had the privilege of leading the charge in understanding how our users experience YesHello. We’ve made it a habit to have regular conversations with our users, digging into their challenges, aspirations, and how they make decisions within our platform. Through interviews, surveys, and poring over data, we’ve built these detailed customer journey maps. These maps aren’t just pretty pictures; they’re our compass, revealing where we can smooth out rough spots, make things easier to understand, and ultimately make our users happier. We share these maps with the whole team, so everyone understands the user’s perspective. This shared vision is what helps us create a product that truly meets their needs and drives success – more leads, happier customers, and higher conversions.
Our roadmap started humbly on Trello, but as YesHello grew, we realized we needed a more robust way to manage feature requests and user feedback. So, we made the switch to Canny.io, a platform that streamlined our development process and made it easier to prioritize what mattered most to our users. I made sure to keep a detailed changelog, so everyone knew exactly what was happening with each update. This transparency not only built trust but also created a sense of excitement around new features and improvements for our users. To ensure everyone was on the same page, we brought together all the different teams – product, tech, marketing – to make sure our roadmap was aligned with our big-picture goals. Collaboration is key, after all.
Our original website wasn’t exactly a shining beacon of user-friendliness. It was a bit cluttered, a tad slow, and definitely not helping us grow. So, I rolled up my sleeves and led a total website makeover. We tackled everything from the layout and visual appeal to the nuts-and-bolts technical stuff. By 2022, we had a sleek, speedy new website that was 87% faster than before. The result? More visitors, happier users, and a website that finally felt like a true reflection of the YesHello brand.
As one of the co-founders of YesHello, my main priority is making sure that our users have the best possible experience with our platform. I’m truly passionate about helping people leverage technology to achieve their goals, and I believe that technology should be intuitive and empowering. That is why I lead the Customer Success Department at YesHello and adopt a hands-on approach to listened to feedback, proactively tackled challenges, and did everything possible to ensure our users had the tools and support they needed to truly thrive. This meant:
Onboarding Transformation: A significant highlight of my work has been transforming our onboarding process. Recognizing that the initial experience was a bit bumpy, we set out to transform it into something smooth. We collaborated across teams to create a seamless, enjoyable experience that felt more like a welcome party than a chore. The result? Free trial conversions jumped from 33% in 2021 to 73% in 2023, and we slashed onboarding time by a whopping 80%. I also developed user-friendly onboarding guides and continuously refined them based on data and feedback.
Data-Driven Improvement: We didn’t just rely on gut feelings; we let the numbers guide us. Metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT) were our north star, pointing us toward areas where we could improve. Churn data helped us develop proactive strategies, resulting in a significant decrease in our churn rate – from 5.7% in 2021 to just 1.65% in 2023.
Support That Cares: Building a comprehensive knowledge base and a reliable ticketing system was just the beginning. We went above and beyond, fostering a culture where everyone on the team was passionate about helping our users succeed. I personally connected with high-value customers, building relationships that went beyond simple transactions. This genuine care translated into a stellar 4.8 rating on G2 and countless glowing reviews.
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I absolutely love helping people tackle their challenges, and that’s exactly what I get to do for YesHello’s users! Crafting content for our knowledge base, blog, YouTube channel, and social media is my jam. I thrive on showing people the incredible things they can achieve with our platform.