“Too long, uncaring, and off-brand.” Three criticisms you never want to hear about your social media responses to customers! But it can be difficult to write posts that are short...
[This article was originally published by WordRake.] “How hungry is my reader?” When we sit down to write a web page, report, proposal, or blog post, we’re often plagued by...
A version of this blog first appeared on the North Bridge Group website. Publication date: March 10, 2024 You’re a CSR, and there’s so much you hate about your job. Customers...
Despite the training, mentoring, coaching, incentives, macros, knowledgebase, and pizza Fridays you’ve provided, some of your customer service agents are still weak writers....
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...
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...
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...
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?...
You want to help your customers, you really do. So you write a gorgeous 75-page User Manual, which answers every conceivable question your customer might have about using your...