Six reasons to write high-quality self-service content Reduce support costs. Better self-service writing means fewer contacts from confused customers. And costs per incident are high in the world of multichannel support. "Phone is one of the more expensive ways to...
Workplace Writing
Writing Refresher for Professionals
On-the-Job Writing: How to Write Professional Emails People Will Want to Read – Out For Work Conference
DRAFT – United apology email
http://www.foxnews.com/travel/2014/08/05/united-airlines-sends-insincere-unspecific-apology-letter-to-passenger/ http://www.ijreview.com/2014/07/163248-customer-service-fail-united-airlines-apology-letter-accidentally-hilarious/...
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Your FAQs Are the Junk Drawer of Self-Service
[This article was originally published by ICMI.] I wish FAQs were the 8-track players of customer self-service, but they are not. Lots of companies still publish FAQs pages and lots of desperate customers go to those pages for help. And though I usually avoid sweeping...
Four Ways to Handle Plain Language Pushback from Stubborn SMEs
[This article was originally published by WordRake.] In a just world, you wouldn’t have to convince your subject matter expert colleagues that your plain language edits make their documents better. And doctors wouldn’t have to convince patients to quit smoking, and...
Your “Contact Us” Page is Making it Harder for Customers to Contact You
[This article was originally published by ICMI.] Your company’s “Contact Us” page is the most utilitarian, least sexy page at your website. It has one job: helping people who need to contact you understand how to do it. But your Contact Us page likely contains flaws...
Five Tips for Using Gen AI as a Customer Service Reading Tool
[This article was originally published by ICMI.] As a lifelong writing teacher, I’m overwhelmed (traumatized?) by our industry’s gen AI frenzy. Yes, our agents will be faster if they use gen AI tools to reply to customers’ emails, chats, social posts, or ratings and...
Writing to Customers Whose First Language Isn’t English
[This article was originally published by Contact Center Pipeline.] All our customers deserve our empathy, but the ones who write to us in English when English isn’t their primary language deserve a heaping helping. For human kindness reasons, we should empathize with...
