Client  

• Microsoft

Audience  

• Customer Service Agents

Responsibilities  

• Learning Development Specialist

Tools Used  

• Adobe Illustrator

• Adobe After Effects

• Reaper

Overview

To enhance the professionalism and effectiveness of Microsoft’s customer service, I created an engaging educational animated music video called "ChatShop.". This project was developed specifically to train customer service agents on the importance of using proper grammar and punctuation while assisting customers via chat. The video was a parody of Macklemore's "Thrift Shop" and was designed to blend learning with entertainment, making grammar lessons more engaging and memorable.

The Problem

Microsoft’s chat support agents needed additional training on professional written communication, especially regarding grammar and punctuation, which are critical for clear and effective customer interactions. Ineffective communication was leading to misunderstandings, increased customer frustration, and longer average handle times, which negatively impacted customer satisfaction scores and overall service efficiency.

The Solution

To address this, I created chat training that featured the "ChatShop" music video. The goal was to:

•  Reinforce the importance of proper grammar and punctuation in chat communications.

•  Create training that was both educational and engaging, ensuring agents would retain key information.

•  Use the parody format to make learning fun, with catchy lyrics and animated visuals.

  Click Play to view the music video.

Storyboarding

I collaborated with the Xbox training team to storyboard the music video, ensuring it:

• Emphasized grammar rules in a way that aligned with real-world customer support situations.

• Featured vibrant animations that reinforced key learning points while keeping the tone light and humorous.

 Development

After finalizing the storyboard, I took the lead in the creative process. I wrote the lyrics and collaborated with talented voiceover artists to bring the song to life. Using Reaper, I synced the voiceover with the instrumental audio track, while designing the visuals in Adobe Illustrator and animating the entire video in Adobe After Effects, ensuring seamless synchronization with the music.

The video underwent several rounds of feedback and revisions with key stakeholders to guarantee its alignment with learning objectives and overall effectiveness.

 Results

The "ChatShop" video was well received by business stakeholders and agents, contributing to the following key outcomes:

•  Enhanced training engagement, with agents reporting higher satisfaction with the learning experience.

•  Improved operational efficiency as clearer communication reduced backandforth interactions and misunderstandings.

  •  Reduced average handle time as agents improved their communication efficiency.

  •  Improved customer satisfaction scores.

This training contributed to our initiative to position Microsoft as a customercentric industry leader, with a focus on equipping agents with the tools they need to provide exceptional service through professional communication.