Chloé Germain

Zendesk and Klaviyo expert, I help companies define and implement their CRM strategy to sustainably improve customer experience and team performance.

I intervene from the scoping phase to the deployment of solutions, combining strategic vision, functional expertise, and project management. My goal is to design fluid, automated, and efficient customer journeys, while ensuring optimal adoption of tools by the teams.

Zendesk Expertise

I help companies implement, optimize, and evolve their Zendesk ecosystem. I work on configuring Zendesk (all modules) and AI features to create an efficient, scalable, and user-experience-centric customer service.

My interventions notably cover:

• Audit and optimization of the Zendesk environment.

• Configuration of workflows, forms, triggers, automations, and SLAs.

• Implementation of knowledge bases and self-service journeys.

• Structuring support processes and improving team productivity.

• Creation of dashboards and definition of KPIs to monitor service quality.

• Stakeholder coordination, change management, and team support.

Klaviyo Expertise

I help e-commerce and B2C brands leverage Klaviyo's full potential to grow their revenue through a high-performing and personalized CRM strategy.

I intervene on:

• Definition of CRM strategy and customer segmentation.

• Design and optimization of automated journeys (welcome series, cart abandonment, post-purchase, win-back, re-engagement, birthday, loyalty, etc.).

• Implementation of integrations and data flows.

• Creation of high-value email and SMS campaigns.

• Optimization of deliverability, performance, and conversion rates.