We create crisp, clear content to convey your message, in your voice. We work with your experts to get up-to-speed on your product or service then produce web, blog, or newsletter content that hits the mark.
We use our proprietary benchmarking tool to score the quality of your customer service e-mail or web content. Learn how you measure up against best practices, your industry, or your competition.
Make your words work. Our strategy services help you define your vision, understand your audience, and plan for long-term growth. Truth be told, terms like “information architecture,” “communication hierarchy,” and “value proposition” make our heart go aflutter.
February 26, 2015
When it comes to writing emails to customers, contact center managers fall into two camps. The first is the “Have You Seen Their Writing?” camp. These managers are so concerned about their agents’ poor writing skills that they require agents to use canned responses when they reply to customers’ emails. The second is the “Keepin’ it Real” camp. These managers are so concerned about the authenticity of their agents’ emails to customers that they reject templates. These managers know that their no-template approach makes it likely that agents will send some poorly writtenemails to customers, but requiring agents to use templates is just too robotic. So, who’s right?