Redesign of
transactional comms


A leading eCommerce retailer had a high volume of calls to the helpdesk, because of issues with order tracking, split shipments, and damaged items, showing a need for improvements in communication in these specific areas.

What we did

Reviewed customer feedback and call logs, developed service maps, and identified pain points and opportunities for improvement in the comms process. We ran usability tests and worked closely with content writers to imbibe the brand tone of voice.

Ecommerce / Retail

Mobile / Desktop


The open rates of communications increased to over 98%, positive customer feedback reinforced NPS scores, and the reduction in help desk calls resulted in significant cost savings for the business.

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