About Mona
Mona leads Customer Support at Dose, a subscription-based wellness brand, where she works across customer experience, retention, support operations, and Voice of Customer. Over the past five years, she has focused on building scalable support systems while turning customer conversations into actionable insights for retention, marketing, product, and operations.
Articles by Mona
Deflection tells you what happened to the contact, not to the customer. Why a 50% AI deflection rate can hide unresolved friction and lost customer signal.
Mona Khan·
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