"In a recent role, our company was having difficulties communicating with its customers about service issues. I analyzed the situation and determined that most communications were via telephone, which resulted in missed calls, voice mails, and a general lack of connecting with the customer. I proposed a solution involving a chat application customers could use to raise issues with the service desk. We implemented this, and the response from the customers was positive. We took additional steps to develop a FAQ resource and allow customers to text their issues to a central service desk contact. Customer complaints were reduced by 40% due to the steps."
