Mitul Chauhan | Copywriter | Content Writer

— Role

Copy, user research, content design, stakeholder engagement

— Brand | agency

Virgin Media | Somo

— Sector

B2C: telco

— When

Sept 2020 to Apr 2021

— Outcomes

Cut inbound call volume

Virgin Media hired Somo in 2020 to transform its digital experience across key consumer categories. The first programme of work was a series of agile sprints to improve its TV subscriber customer service.

As senior UX writer, I partnered with designers, product owners and clients to test new online self-serve journeys—ranging from TV troubleshooting guides to product propositions.

I was also responsible for recruiting other writers and training them on the Customer Care tone of voice which was more direct and less witty than the master Virgin Media brand.

The first new experiences were built in under three months and helped to reduce operating costs.