Scheduling Tool

UX Writing: Elevating User Experience for TaxAct Assisted Help

Project Overview:

As a pivotal member of the TaxAct Assisted Help team, I spearheaded the design and content strategy for a new expert help scheduling tool. My focus on UX writing ensured a fluid user journey, with engaging and clear messaging that effectively guided users to the Xpert Help service.

Objectives and Achievements:

The project aimed to simplify the scheduling process, build trust in TaxAct's support, and clearly communicate user expectations. Through targeted content design, we not only met these goals but also saw significant enhancements in key customer service metrics.

Key Outcomes:

Optimized Staffing: Streamlined scheduling enabled better resource allocation, enhancing operational efficiency and boosting customer satisfaction.

NPR Growth: The new scheduling tool resulted in a 12% increase in Net Promoter Score, reflecting improved user satisfaction and loyalty.

First-Call Resolution Improvement: Clearer expectations and efficient scheduling led to a 45% rise in first-call resolution, minimizing repeat interactions.

Reduced Dropped Calls: An improved user experience drove a 30% decrease in dropped calls from organic traffic, highlighting enhanced engagement and retention.

In summary, my expertise in UX writing was instrumental in transforming the user experience for TaxAct Assisted Help, driving measurable improvements in customer service metrics and elevating user satisfaction through strategic content design and effective communication.