Text is the most-used app by people of all ages, so there won’t be a steep learning curve for your customers when they start texting your company for customer service. But will your agents be ready to write customer service texts? While it may be true that almost anyone can write a personal text, companies that exchange […]

Your customers know your company in many ways: from TV ads, newsletters, your website, promotions, posters, social media accounts, YouTube videos, and from buying from you -- of course. From all these pleasant contacts, customers "make friends" with your company. They experience your brand voice as practical and helpful, upbeat and accommodating, sometimes even glamorous. […]

You know your customer service agents need good templates to write good emails to customers, but your template library desperately needs an overhaul! The templates are too long and outdated. They’re not written in your company’s brand voice. To avoid using the old templates, some agents are writing their own canned answers and storing them […]

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give you a pass on “No problem!” But these aren’t typical days. […]

It’s not “either.” It’s “both.” Your contact center should be using both human CSRs and AI writing tools like ChatGPT to compose emails, KB articles, and social media responses. Let’s be honest. Some CSRs are poor or unwilling writers. And ChatGPT can’t empathize authentically, and sometimes it gives bad info. You need both humans and […]