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, and...
Brand Voice
Guide to Writing for Social Media
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...
Which Online Retailer Does E-Mail Best?
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...
Client: US Patent & Trademark Office
Client: Library of Congress
Client: Pan American Health Organization
Client: Crayola
Client: WellPet
Client: Hawaiian Airlines
Customer Service, Not Marketing, Should Respond to Complaints on Social Media
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....
