Find out more about how we use them (and why they’re called ‘cookies’) here.
Ignored emails. Unclicked links. Confused calls. Chatbots languishing, unloved. They all waste money and damage your CSAT. And they all have a simple fix: make your words more efficient and empathetic. Consistently. So your customers do what you ask (first time), enjoy hearing from you, and keep coming back for more.
You know the ones. The onboarding email that launches a thousand calls. Or the Important Information that nobody reads. Find the underperforming comms and you’ll find badly written copy. And the best place to start rewriting.
From increasing click-thrus to reducing complaint handling time, words make a measurable difference. So, gather the data. Then go forth and measure the impact your words have on behaviors, perceptions, and the bottom line.
We can write or rewrite copy big and small: emails and error messages, call center scripts and Ts&Cs. So, you’ll sound consistent, even in those neglected corners that can let your CX down.
We train customer comms teams to be more clear and concise, while writing copy that customers want to read. And we give them ongoing support to make better writing second nature.
Fair and equal – not words that come to mind when you think about funding for female entrepreneurs. NatWest Group knew that women start businesses at half the rate that men do, and get less funding along the way.
We love a good deed. But writing for the third sector throws up some unique problems. Charities and NGOs want your attention – and donations – but struggle to stand out in a sea of sameness.
American Express is a global brand targeting people who are going places. As an audience, they share drive, ambition and a certain desired standard of living. Amex needed to find a way to unite their vast global network of communicators and appeal to millions of fierce individuals at the same time.
“Good afternoon, you have reached Any Bank customer service. How may I be of assistance?” You’ve probably heard that greeting, or something like it, a hundred times. Now compare this: “Hi, and thanks for calling Any Bank. My name is Bob. How can I help you?” I know which person I’d rather speak to.
Training Customer experience
Consulting Writing Training Customer experience