ASUS Cloud
Customer Service Manager New Taipei, TW | Apr 2022 - Jun 2023
Product Management◆ Planned the
Support CRM and
Customer Data Management Platform as a PdM
And collaborated with four engineers and the customer service team.
The initiative resulted in a 25% reduction in customer service work hours. ◆ Implemented Zendesk Chatbot and Support Center from scratch, collaborating with the Product Manager and engineers to deploy them on the official website.
This led to a 10% decrease in customer complaint cases. Churn Rate Optimnization
◆ Breakdown tthw user journey (UJM) and account lifecycle, optimizing expiry notification EDM11 through A/B testing.
◆ By studying data on usage dimensions and renewal performance, segmenting customers, planning exclusive consultant-led conversions/sales.
◆ Researching competitors, integrating customer insights and log trends, optimizing conversion rates from purchase page to checkout.
- Reduced overall churn by 1.53%
- Increased conversion rate from purchase page to checkout by 10%.
Up-selling and Product Experience Optimization
◆ Decomposition of UJM and data performance, conducting A/B testing adjustments to introduction page visuals & copy.
◆ Designing user stories for exclusive consultant care emails and collecting customer insights, planning CTA for new registration welcome emails, product feature introduction emails, and product experience optimization to increase product usage rate and first purchase rate.
- 10% increase in click-through rate for new registration welcome emails
- 30% increase in product usage rate, and 5% increase in first purchase rate.
Customer Service Team Leader Sep 2018 - Apr 2022
- Customer Service Operations Management
◆ Trained 10+ members and developed comprehensive educational training materials and assessment plans.
◆ Established 40+ customer complaint-handling SOPs and technical support management procedures.
Implemented service quality indicators and performance evaluation management methods.
◆ Responsible for integrating service support for projects in other business units and collaborative partner projects (e.g., telecom companies, schools, etc.).
* Totaly increased 10% of CSAT
Technical Support Engineer, Maindarin& English Jun 2017 - Sep 2018
The first FAE in the team without a technical background.
◆ Reduced engineer debug time by interpreting logs and consolidating customer complaint data.