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Anne-Marie is a Fractional Head of Customer Success focused on providing an optimal customer experience in every interaction. She specializes in driving process and product improvements, creating thorough and easy-to-understand product documentation, and teaching others how to communicate more effectively through the written word.
Maybe you have a feature listed as “coming soon” in four knowledge base articles, two or three macros, several onboarding emails. Maybe a chatbot answer, too. Yesterday, all of them were precise and accurate. But today is not yesterday. Because today this new feature was released. Someone published an article that does a wonderful job…
Anne-Marie Traas · 6 Oct 2026
Back in 2013 I took my first job in the SaaS world, as a technical support agent for a “teenager” level website building platform introducing me to the ever popular Customer Satisfaction survey, or CSAT. For the first few months, I thought nothing of it. Close out a ticket, get a (positive) CSAT rating, move…
Anne-Marie Traas · 29 Sept 2026
Every conversation about using generative AI tools in customer service seems to start with the customer-facing side: increasing deflection rates through chatbots. Draft replies faster. Heck, the AI can do it all — you’ll never need to touch a ticket again! While the customer-facing side of support can be a good place for AI (if…
Anne-Marie Traas · 11 Aug 2026
Build VoC reports that turn customer feedback into clear product insights, stronger priorities, and better product decisions.
Anne-Marie Traas · 12 May 2026
Customer service analytics often miss the real why behind support issues. Learn where data falls short and how to uncover better insights.
Anne-Marie Traas · 10 Mar 2026
