Local business: Press, social media, and campaign

The client:

Hastings is a customer-service call center based here in Austin, TX. Their standout differentiators are that they’re a family-based business with a long history (started in 1948 by the mother of the two current co-owners) with a strong focus on providing stellar customer-service to service-provider businesses who need someone to answer their phone calls 24/7/365.

(Note: this work was done as part of a team. I didn’t do any of the design work, that was all done with the help of a talented designer on the team.)

Writing samples:

On social channels:

See below under “Campaign work” for several specific examples of social posts. In addition, here’s two long-form (blog-style) Google+ posts written for the client:

Email for a “customer service intervention” campaign

(click to view full-size)

HastingsE-blastV2resized-01

Case studies

I wrote the text & sourced statistics to correspond with the customer testimonials:

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Press & features:

  • I did the legwork, pitched the idea, and coordinated getting Mark Hastings an interview at CustomersThatStick, which showcases the ways that Hastings is a leader in the customer service industry.
  • I featured them in an article on Lifehack.
  • And pitched/outlined/wrote an article to go with the ‘customer service intervention’ campaign at WinTheCustomer.

Campaign work: The LostVoice Campaign

Overview & concept:

Business owners who are seeing growth in their business often resort to automated tools to help manage incoming clients. However, especially for service based businesses, automated tools can do more harm than good – unlike Hastings, who boosted a client’s business by over 30% with their 100% human, 100% awesome staff.

Knowing that business owners can turn to tools like Google Voice, we created a campaign to highlight the weak spots of that strategy, while showing the benefits to having a human answer your phone calls. We used Google Voice to record actual calls that could have been from potential clients, in the industries Hastings serves…and posted the horribly garbled results.

I helped create the campaign concept and strategy, created the call content for each call (based on the industries that Hastings serves), and all of the social copy to go with, as well as suggesting that we create different images for different platforms and directing the art design of the images. The longer, keyword based descriptions were used on G+ with the long-form version of the voicemails, and the images used on Facebook and Twitter were shorter, highlighting a specific, particularly entertaining piece of the garbled voicemail, with a link back to the G+ post.

The errors ranged from completely leaving a potential client’s phone number out of the transcript to turning “chihuahua” into “July,” and they show service providers the value of having a real person answering your phones for you. As a bonus, the images can be re-used on industry specific landing pages (created for lead generation).

Examples:

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