Scaling from Zero: Eliminating Workflow Gaps with a Comprehensive Learning Experience Strategy

Published on November 1, 2021
Last Updated on August 24, 2022

In our always-connected society, social media platforms are always looking for innovative ways to provide us with a safe space for public expression. These platforms allow individuals, small businesses, and established brands to thrive, making it easier for them to connect, share, and be creative despite the challenges of the pandemic.

But as new ideas are brought forward, there are also significant risks. Creating new products and developing your services require an evolving learning experience strategy that maintains your brand, values, and business objectives, and meets the needs of your growing business.

The Challenge

An industry-leading social media platform launched a new premium service offering direct customer support. When they realized the need to upgrade their workflow processes to implement a more robust learning experience strategy, they came to Us.

Our #RidiculouslyGood TaskUs CX Consulting Team identified our client’s challenges and implemented a comprehensive five-phase business transformation plan to kickstart their processes:

  1. Learning Experience (LX) Strategy Roadmap

A team/client collaboration was implemented to identify business initiatives to reduce costs and improve the customer experience.

  1. Content Development 

The team has developed an enterprise-wide knowledge base system to provide team members with consistent and accurate advice during customer management.

  1. Training Development

TaskUs has designed a training development program to identify gaps in the client workflow and prioritize changes that would have the greatest impact on the team and the client.

  1. Workflow Optimization

Key customer support processes are thoroughly documented by the team for a more efficient and effective workflow.

  1. Continuous Improvement

The TaskUs LX Continuous Improvement Strategy uses in-depth data analysis, feedback, and observation to deliver measurable results and meaningful work.

An outstanding customer experience is one of the key drivers for companies to focus on continuous growth. It directly complements the process of creating and shaping your products. Having a scalable and people-centered learning experience strategy creates a powerful source of competitive advantage: an empowered and well-informed frontline.

“People before products” is a philosophy that transcends our organization and our clients.

Download our case study, Success from Scratch: A Case Study on Maximizing Frontline Learning, Optimization, and Continuous Improvement, to learn more about how we helped this industry-leading social media platform accelerate their transition with an in-depth learning experience strategy, and prepared them to be ready to take on the challenges of the evolving digital world.

Download the full case study


Ricky Girson
VP, Social, Streaming, & Gaming
Ricky leads the Gaming, Entertainment, and Social Media vertical team at TaskUs. Prior to joining TaskUs, Ricky covered Telecom, Media, and Entertainment at IBM, where he helped strategic clients with their Cloud, AI, and Big Data transformations. Ricky spent over 5 years in the Entertainment Industry, serving roles within leading talent agencies, movie and television studios, and Big Media where he witnessed the rise of streaming, social media, and gaming. He pivoted to Tech to help the Entertainment sector navigate an uncertain future. Ricky’s passion is the magic occurring at the convergence and collision of industries like Gaming, Media, and Tech. He resides in Dallas, Texas with his family.