Snapshot

• Context: Holiday promotion; customers request a special discount code they could apply at checkout and data shows the call volume rise prior to the holidays, due to Reps in the past inconsistently applying them.
• Goal: Make it easier for customers to receive the promo code via SMS or email, without creating policy confusion, checkout issues, or the usual holiday strain on the CS team.
• My role: CX Ops / Automation owner for the customer-facing workflow + knowledge controls in Flip AI.
• Systems involved: Flip AI + ecommerce checkout/promo rules + helpdesk/KB (as applicable).
• Timeframe: 2 weeks leading into Holiday.
• Scale (approx.): Promo-driven inbound volume increased and became code-driven; ~50% of callers requested the code during the window.

Risk avoided (executive summary)

• Prevented a customer-facing promise that conflicted with platform reality (discount stacking), which would have driven escalations, poor checkout completion, and negative CX sentiment.

Truth

Observed problem

• Customers contacted support to ask for the Labor Day code, creating avoidable volume and inconsistent responses across CSRs.
• Without explicit constraints, customers assumed discounts could stack, creating friction and escalations at checkout.

Key definitions

• “Code request” = a caller/customer proactively offered the Labor Day code and selected delivery via SMS or email.
• “Code use” = the code was successfully applied at checkout (tracked via promo usage reporting).

Baseline (before)

• There was no consistent, self-serve phone flow to deliver the code proactively in real time.
• Promo visibility (e.g., social channels) increased inbound contacts, and inconsistent messaging increased checkout friction.