Week 3 of Stepping Up SquareOne’s Customer Success Game

Noah Bisceglia
3 min readSep 28, 2021

Hey! I’m spending 30 days helping SquareOne take their Customer Success to the next level with engaging newsletters, FAQs, community interactions, and tech tools to make it all more efficient. This post is part of my weekly project update series. Click here to view the full project!

The Plan

  • Reply to customer questions/comments for SquareOne
  • Make a Prezi slide going over what issues SquareOne is handling well, what they’re not handling well, and what I did about it
  • Make a Loom video walking through the slide
  • Put canned responses in TextExpander
  • Make Loom video showing how to add those responses and use TextExpander
  • Polish the 6 articles I wrote last week, add visual interest (pictures, formatting), and publish on Medium
  • Blog post recapping week 3 (that’s what you’re reading!)
  • Update landing page

The Results

I got everything done! I wrote an article detailing issues I identified with SquareOne’s communication, how I would solve the issues, and mock responses I created for customers.

I also put this information into a slideshow and walked through it in three Loom videos (Part 1, Part 2, Part 3).

I wrote an article and made a how-to video for using TextExpander to make customer service fast and efficient.

I published the six articles on Medium, adding some pictures. I will probably do more with them next week when I proofread everything.

Of course, I’m continuing to update my landing page as I progress through this project.

What I Learned

Writing mock responses isn’t hard for me, but I can see how it would be a really tough job if you’re assigned the position of community manager, but don’t have any agency to take customer feedback and implement changes. For example, if I took all the complaints about lack of communication to the team and asked if we could start documenting more of their work, and they responded with “we don’t have time for that,” it would suck to go back to the customers and assuage them without a plan for improvement.

Making a good slideshow is hard! This is something I’d like more practice with, as I think that if I had more experience with Prezi I could’ve presented the information in a more visually pleasing way.

Even so, I’m glad I jumped in and used Prezi, as I think it will be a useful tool in the future when I want to present projects.

TextExpander is awesome. I’ve used it before, and if I had to do this project again I’d probably find a way to use HubSpot just to learn a new tool. But TextExpander is a great little piece of software that’s fun to use and helps you answer common questions faster.

Going Forward

I improved my productivity in week 3, and a big goal of mine in week 4 is to continue that trend and get stuff done EARLY this time.

I have a lot of proofreading to do. Doing it when I’m feeling alert will be important, as I don’t want to lazily scan my writing and miss typos.

It’s crazy I’m already on the last week. I was thoroughly warned that this month would fly by, but boy oh boy did September go fast.

Next week I’ll be focusing on:

  • Polishing the landing page. Fill out all sections, double-check all the links are accurate, and publish on Medium.
  • Write a cold email for SquareOne, offering them my ideas.
  • Blog post going over the cold email, why I presented it the way I did etc
  • Blogpost recapping the project and my final thoughts
  • Proofreading EVERYTHING. Making final edits on blogs and articles. If necessary, be willing to reshoot videos
  • Recap of week 4

I’ll see you next week with my final batch of work!

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