Customer service
Client: Crayola
Client: WellPet
Client: Hawaiian Airlines
Three Ways to Improve Your Writing Process and Reduce Your Suffering
[This article was originally published by WordRake.] 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 splotches your fountain pen leaves on...
Help Customers Understand Policies Before They Complain About Them to the Contact Center
If you were building a playground for your local elementary school, you’d never install swings with chains that pinch little fingers or a teeter-totter that catapults kindergarteners into the air. A dangerous playground guarantees that half the kids end up in the...
Use Customers’ Questions to Develop a Better Template for Knowledge Articles
To write great knowledge base articles, you should think like a tailor. To make a bespoke suit jacket, a tailor takes many measurements, everything from the width of the shoulders to the circumference of the wrist. All those measurements enable the tailor to create a...
How to Edit and Proofread Your Writing: Nine Tips for People Who Hate to Reread
[This article was originally published by WordRake.] 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 enough?”, and “Have I written in plain...
Use Chat GPT to help you write social media responses to customers
“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 enough, empathetic enough, and on-brand when you have hundreds of cranky customers...
The “Bite, Snack, Meal” Approach Helps You Feed Content-Hungry Readers
[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 uncertainty about our readers’ appetite for our content. Am I writing for a headline-only...