by Leslie O'Flahavan | Nov 15, 2024 | Whitepapers & Tools
The Quality Review Tool presents seven industry-tested standards for e-mail quality and explains what constitutes excellent performance on each standard. Use the Quality Review Tool to score customer service agents’ e-mails, coach agents, improve writing skills,...
by Leslie O'Flahavan | Nov 15, 2024 | Whitepapers & Tools
We developed this social media writing guide for the Centers for Disease Control. While the examples will be most relevant to health communicators, the guidance about writing for social media is practical for any organization that wants to provide high quality social...
by Leslie O'Flahavan | Nov 15, 2024 | Whitepapers & Tools
Months before the hectic holiday shopping season, we decided to conduct an experiment to find out which online retailer does customer service e-mail best. We sent the same e-mail query to seven big-name retailers that sell a certain toy croquet set we were interested...
by Leslie O'Flahavan | Oct 29, 2024 | Featured, Writing Matters Blog
[This article was originally published by WordRake.] Publication date: October 7, 2024 If you’re a heartbroken poet living in an unheated garret in Paris, there’s no doubt your writing process includes suffering: the hours you spend gazing out the window, the inky...
by Leslie O'Flahavan | Sep 8, 2024 | Featured, Writing Matters Blog
[This article was originally published by WordRake.] Publication date: June 11, 2024 I’m weird. I love editing. With a finished draft in hand, I’m eager to ask myself editing questions like “Is this document convincing?”, “Have I given too much detail or just...
by Leslie O'Flahavan | Jul 6, 2024 | Featured, Writing Matters Blog
[This article was originally published by WordRake.] Publication date: April 10, 2024 “How hungry is my reader?” When we sit down to write a web page, report, proposal, or blog post, we’re often plagued by uncertainty about our readers’ appetite for our content. Am I...
by Leslie O'Flahavan | Jan 10, 2024 | Featured, Writing Matters Blog
Chat has been around forever and customers love the channel. They choose chat when they need to multitask, when they want a written record of the agent’s instructions they can refer to later, and when they prefer not to be overheard. A 2021 survey of over 1,000 US...
by Leslie O'Flahavan | Oct 1, 2023 | Featured, Writing Matters Blog
I’m not sure whether it’s a turf battle, a sibling rivalry, or a custody fight, but whatever is going on between the Customer Service Team and the Marketing Team is hurting customers who reach out for help via social media. Granted, social channels are unpredictable....
by Leslie O'Flahavan | Sep 1, 2023 | Featured, Writing Matters Blog
If you work in customer care, you’ve been talking about chatbots for about a decade. Your organization may have been using a chatbot for almost that long. You’ve heard or participated in all the chatbot debates, and likely heard the following: “Chatbots ruin the...
by Leslie O'Flahavan | Jul 1, 2023 | Featured, Writing Matters Blog
To help customers get up to speed with a product or service, companies offer many types of documentation: user manuals, video tutorials, in-product help, even good old FAQs. Why? Because customers need heaps of help when they’re just starting to use the thing you’ve...
