Hello. I'm Constante.
I'm a writer and
content strategist.
You may not know
my name, but there's a chance you've
seen my work.
On one of my favorite projects, I was a content designer and strategist working with UPS to address a specific friction point: high call volumes for routine shipping status inquiries. These simple requests were overwhelming customer service agents and delaying support for customers with complex issues.
Together, we landed on a strategic and human solution:
"You've Got the Details
You're seeing what customer service agents would share with you. If you need more support, use the Virtual Assistant. To change your delivery, use UPS My Choice, or contact your shipper."
By adding this copy to the tracker, we gave customers the confidence that they already had the most up-to-date information.
Sometimes, the simplest solution is reassurance.
​