“Hi, My Name is Chloe” - How to eliminate noise issues in Communication

My first job in marketing began in 2018, when I moved to Los Angeles. I was hired as a social media content and account manager for a women-focused product, but because the founder faced ongoing challenges, my role quickly expanded into a do-it-all assistant.

I managed social media, customer service, Shopify inventory, Amazon, and more. Customer service became a crucial part of our brand identity, and I communicated with customers under the name “Chloe.” A major issue we faced was limited inventory, which often led to unfulfilled or delayed orders. This created significant “noise” in our communication—angry emails, confusion, and frustration that damaged customer trust. Initially, I was instructed to notify customers after their order was processed, but this often resulted in refund requests and canceled subscriptions.

To eliminate this noise, I shifted the communication strategy. I began reaching out to subscription customers before their order was processed, explaining product shortages, providing a new delivery date, or offering replacements. This proactive approach set clear expectations and gave customers a sense of control. As a result, they were more willing to accept alternatives and maintain their subscriptions.

This experience taught me that reducing communication noise often requires anticipating customer concerns and addressing them transparently before they escalate.