by Leslie O'Flahavan | Feb 9, 2017 | Uncategorized
by Leslie O'Flahavan | Jan 29, 2017 | Featured, Writing Matters Blog
Preparing to use bots in your customer care organization? Confused about what a bot is and how one works? Is the robot army marching toward us? Maybe? Probably! As customer service professionals, we’ll need to know how bots can help us serve our customers better...
by Leslie O'Flahavan | Jan 13, 2017 | Writing Matters Blog
Customers really like live chat. Recent studies show customers are more satisfied with chat than email or phone (73 percent satisfaction for chat compared to 61 percent and 44 percent for email and phone). And more customers are choosing chat. For example, one chat...
by Leslie O'Flahavan | Jan 11, 2017 | Featured, Writing Matters Blog
I’ve just completed filming my first Lynda.com course, and I am on a work-related high. (Really.) It was a great experience. After months of working on the scripts and storyboards for my course, How to Write Customer Service Email, I got to fly out to southern...
by Leslie O'Flahavan | Dec 17, 2016 | Featured, Writing Matters Blog
If your company’s advertising makes your product sound fun, practical or hip and your customer service emails, chats or tweets sound scoldy or legalistic, you’ve got a problem. It’s not good for your company to use one voice when it’s trying to make a sale and another...
by Leslie O'Flahavan | Dec 8, 2016 | Uncategorized
Die! Press Release! Die! Die! Die! Extreme Makeover: GC News Release Edition – Digitalgov.gov Vancouver-based company receives $1.9 million to develop technologies for the cars of the future DCSWA Newsbrief Awards How to prevent a sheep traffic jam Rats forsake...
by Leslie O'Flahavan | Nov 2, 2016 | Training
American Association of Endocrine Surgeons – Patient Education site Aetna Employer and Org FAQs UE Claims Philosophy NIH Research Matters AAUW home page NARAL – Take Action Department of Education – Publications UE – The UE Difference UE Bites...
by Leslie O'Flahavan | Oct 30, 2016 | Writing Matters Blog
Whether you’re just launching chat in your contact center or you’re trying to help veteran chat agents do a better job, we have lots of resources for you. Check out these resources for writing great chat to customers Blog posts 10 Writing Skills Agents...
by Leslie O'Flahavan | Oct 20, 2016 | Training
High-Quality Writing for Email, Chat, and Social Media Support Presentation (PDF) Handouts (PDF)
by Leslie O'Flahavan | Oct 13, 2016 | Uncategorized
Futures Magazine Portent’s Content Idea Generator Dogs on Deployment Projecting Your COLA Absentee Voting – Myths and Realities Conductor research on headline preferences (cited by moz.com) VA blog post on World War I memorials Realtor Magazine –...