Portfolio | Sharyn Inzunza

Objective

Our customer marketing team needed to redo their customer onboarding email flows, including redesigning the email templates and reworking the technical email copy.

 

This was a large project (12 flows with 5+ emails) that stretched over several months, requiring collaboration with product marketing and design teams.

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*During this time, we also overhauled the in-app pop-ups for each product and user type.

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Problem

We send onboarding emails to new customers to ensure their admins and users engage with the new tool.

 

Our email flows were outdated, text-heavy, and ineffective, decreasing platform adoption opportunities. Open rates and click-through rates were low.

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Solution

I worked with the customer marketing and product marketing teams to:

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1) Define the email recipient's needs and motivation for using the platform. 

2) Condense the number of emails in each flow.

3) Create clear instructional copy to increase open rates and CTRs and ensure a positive customer experience.

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Results

At the time of this writing, early results show an average 20% increase in open rates compared to the 2021 cohort — a positive outcome. 

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Feedback from the project lead to management:

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“Hi! I wanted to send you a note to let you know how amazing @sharyn.inzunza has been in the projects for the customer welcome emails and in-apps for my welcome flow project! It has been a TON of work and she is an amazing partner! Our in-apps launched this week and they are so amazing!”