Content-Editorin
Emily ist Senior Content Editor bei LenoChat und verantwortet Blogbeiträge, Help-Center-Dokumentation, Produkttexte, E-Mail-Sequenzen und die redaktionelle Qualität der gesamten Website.
Ich bin Senior Content Editor bei LenoChat, einer Kundenkommunikationsplattform mit Sitz in Sydney. Wir entwickeln Live-Chat, KI-Chatbots und einen Multichannel-Posteingang, der WhatsApp, Instagram und Messenger für E-Commerce-Teams verbindet. Meine Aufgabe ist es, Verantwortung für alles Geschriebene zu übernehmen, das unter unserem Namen veröffentlicht wird: Blogbeiträge, Help-Center-Artikel, Feature-Seiten, Vergleichsseiten, E-Mail-Sequenzen und Changelogs. Ich redigiere auch die Texte des restlichen Teams, etwa Founder-E-Mails, Partner-Outreach und Produktankündigungen.
Am meisten mag ich Hilfedokumentation. Ich habe Hunderte Schritt-für-Schritt-Artikel geschrieben, die echte Nutzer durch echte Aufgaben führen.
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 […]
