Live chat has quickly become a key channel for customer services, but there are still plenty of CS teams looking for ways to use it… Read More »Making live chat for customer services work in the real world
I got a letter this week. It started: “No transfer of certificated shares by the shareholder or personal representative should be submitted until receipt of… Read More »Improving user experience with user-centred language
Why you need to measure your customer communications Over time, organisations build up huge libraries of customer communication. New material gets produced. Old material gets… Read More »Objectively measuring your customer communication
If you customers don’t “get” your communication you’ve probably got a case of information asymmetry. Businesses tend to be well aware that happy customers mean healthy… Read More »The information gap in customer communication
We asked a range of customers what they thought of organisations’ terms and conditions. Data taken from our Customer Communication survey.
Building rapport with customers can help with difficult situations and it’s all down to communication. Have you ever been in one of those meetings where… Read More »Building rapport with customers through better communication
I don’t know if you’ve seen Allister Heath’s article in the Telegraph? He says that companies must start listening to a public who feel taken… Read More »Is it all down to tone of voice in customer communication?
The barrier to understanding energy bills is a lack of clear communication. Way back in March 2009, energy regulator Ofgem told energy companies to make… Read More »Understanding energy bills – the voice of the customer