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...
Workplace Writing
Client: US Patent & Trademark Office
Client: Library of Congress
Client: Pan American Health Organization
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...
