Content Strategist
Grace is a Content Strategist at LenoChat focused on search demand, customer questions, competitor research, and turning those inputs into useful blog, help, and landing page content.
I'm a Content Strategist at LenoChat. We make customer communication software. A shared inbox, live chat, AI agents, and integrations that pull WhatsApp, Instagram, Shopify, and a handful of other channels into one screen. Our customers are anyone who has to talk to their own customers online: online stores, service businesses, agencies, schools, support teams.
My job has two halves. The first half is planning. I look at what people are searching for, what our existing pages are missing, what competitors are doing, and put together a list of pieces worth writing. Blog posts, help articles, landing pages, comparison pages. The second half is writing those pieces. Drafts go through review before they ship, so I work with our editor and the product team to land the final version.
The half I find more interesting is the planning side. Reading 20 customer support tickets and finding the same five questions buried in there, then turning those into help center articles, feels like the highest-leverage thing I do all month.
MarketingAI chatbot limitations matter most when one wrong answer can cost money, expose an account or put someone at risk. In a 2026 global survey, Gartner found 87% of customers wanted access to a person when companies used generative AI. Start with these six handoffs. A bot is better suited to repeat policy lookups than […]
MarketingA shipping delay message works best when it arrives before the customer asks. In a 2025 Sendcloud survey of UK shoppers, 85.4% said they expect to hear immediately when an order runs late. Here are ready-to-paste messages for late, lost, sold-out and partly shipped orders. What does every shipping delay message need to include? Every […]
MarketingOn this page How fast should you reply to a Facebook message? Where should your Facebook messages go? Which Messenger questions should you cover with quick replies? What should happen to messages that arrive after hours? How do you stop Messenger leads from being forgotten? Facebook Messenger for business works best when every message has […]
MarketingA return request chat can save the next sale if you settle the facts before debating the refund. In a 2025 US survey, the National Retail Federation and Happy Returns found that 71% of consumers were less likely to buy again after a poor returns experience. Use this four-part flow to protect the customer relationship. […]
MarketingWhere should your Instagram messages live? Which Instagram questions should get a quick reply? How fast should you reply to Instagram DMs and comments? When should you move a comment into a private message? Which Instagram setup fits your store? Instagram customer service gets easier once DMs, story replies and comments stop living in separate […]
MarketingWhat can an order status chatbot safely tell a customer? How do you verify the customer before showing an order? Which way of answering order questions fits your store? What should the bot say when an order is late? When should the chat go to a person? Which setup should you choose? A Shopify order […]
