From conversion copywriting to SEO, from customer care to building an inclusive company culture: Optimise your communications for healthy relationships and business results.
Customer support with brand personality
Complaints and brand personality — an impossible mix? Some companies think so, and tone their complaint responses down to sound...
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KISS: Keep your language short and simple in customer support
In this blog post, we’ll look at a few example sentences from an email we’ve had — and shed some...
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How to write great email autoresponders for customer support
Auto-acknowledgement emails aren’t usually personalised. Still, they set the customer’s expectations about tone of voice, attention to detail, what level...
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3 tips for customer support replies with a human touch
We all like to feel a spark of connection with people we’re dealing with. It makes us feel recognised and...
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Why customer service and sales are the same thing
In this short article, we’ll demystify “sales through service” by showing 5 ways that service and sales support each other. ...
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Email isn’t dead! 14 email newsletters to inspire you
Do you know the words most commonly uttered by our clients? “I don’t want to bombard people with emails.” Followed...
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7 common misunderstandings in multicultural customer care
Brexit, “Make America Great Again”, Narendra Modi’s Davos speech about globalisation losing its lustre: those things can’t fool us into thinking...
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What not to write in customer service: 13 words & expressions to avoid in your emails
One of the most frequent requests we get: a page that contains words or expressions that should be avoided in replies...
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5 tips for customer service questions about sustainability
Critical consumerism is on the rise — fortunately! This means people are more likely to ask your support team about...
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13 things to look out for when hiring a trainer
Corporate training is a huge industry. In the UK alone, there are thousands of training providers helping businesses improve the...
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4 common mistakes that prevent online sales
When you’re able to establish trust with a web visitor quickly, they’re more likely to stay on the page, take...
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How to generate business insights from online reviews
Knowing your customers is the single most important business superpower. And still, many brands are satisfied doing a bit of...
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Storytelling for change: the supermassive ultimate guide
It’s THE buzzword of the late 2010s. Everyone and their goat is talking about it. Google has 137 million results...
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Welcome emails that engage subscribers long term: the definitive guide
You probably know about the power of email marketing to boost your sales, inspire people to take action, and build...
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