Content Editor
Emily is a Senior Content Editor at LenoChat responsible for blog posts, help center documentation, product copy, email sequences, and editorial quality across the site.
I'm a Senior Content Editor at LenoChat, a customer communication platform based in Sydney. We build live chat, AI chatbots, and a multichannel inbox that connects WhatsApp, Instagram, and Messenger for e-commerce teams. My job is to own everything written that goes out with our name on it: blog posts, help center articles, feature pages, comparison pages, email sequences, changelogs. I also edit what the rest of the team writes; founder emails, partner outreach, product announcements.
The part I like most is help documentation. I've written hundreds of step-by-step articles that walk real users through real tasks.
MarketingYou can train new support agents to answer simple chats alone by the end of their first week. That week matters: about 70% of contact center agents who quit in year one leave within 90 days, a 2024 COPC report found. Here’s the plan, day by day. Those figures come from large contact centers. In […]
MarketingWhich live chat metrics should you track? What counts as a good first response time? How many chats should you resolve in one go? What targets are realistic for a small team? What should you change when a number is off? Which number should you fix first? You can tell whether your chat team is […]
MarketingSaved replies cut repeat typing without forcing customers to read a script. MakesYouLocal found order tracking was the most common question in its analysis of 787,000 ecommerce support interactions from 2024. Start with daily questions, then personalize before sending. A saved reply is a reusable answer that an agent checks and inserts into a conversation. […]
MarketingDouble replies stop when every conversation in your shared inbox has one visible owner. In the US, UK, Canada and Australia, 73% of consumers expect a brand to answer on social within 24 hours, according to Sprout Social’s 2025 Index. Here’s the setup for a small team. You don’t need more people for this. You […]
MarketingA shopper who writes to you at 10pm isn’t asking for an instant answer. They want an honest one about when a person will get back to them, and an hour is about all the patience they bring: 70% of US consumers in a 2026 EZ Texting survey said that’s how quickly they expect a […]
MarketingA good chatbot human handoff keeps a customer you’d otherwise lose to a stuck bot. In a Gartner survey of 3,566 customers, 87% said companies using AI for service must give people a route to a real person. Here’s when to hand over and how to do it. A handoff is the moment the bot […]
