Whitepapers

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12 Customer Service Fails

You'll want to download 12 Customer Service Fails and How They Could Have Been Prevented and read interviews with customer service experts--including E-WRITE's Leslie O'Flahavan--who describe their worst customer service experiences and explain what the company could have done to prevent the situation. On page 4, Leslie tells the story of a her live chat with a customer service agent whose writing was so incoherent, she may have been hallucinating! Read this ebook and learn how to avoid making common customer service mistakes that annoy your customers.


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FAQs Style Guide

Need to write FAQs that help customers help themselves? Download our FAQs Style Guide, originally prepared for the Energy Information Administration (EIA). Though the examples in the FAQs Style Guide are specific to EIA, you'll find the Style Guide useful if you want to write FAQs that answer customers questions completely and concisely. (9 pages; 405k PDF)


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Guide to Writing for Social Media

We developed this practical, hands-on social media writing guide for the Centers for Disease Control, but the examples and advice aren't just for health communicators. If your organization wants to provide high quality social content for customers and readers, download the Guide, review the many examples, and practice writing customer-oriented Tweets, Facebook posts, and texts. (57 pages; 1.7 MB PDF)


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Web Editorial Style Guide

Trying to standardize spelling, punctuation, grammar, and capitalization at your website? Download the 66-page Web Editorial Style Guide we developed for the Energy Information Administration (EIA). Though the Style Guide is illustrated with EIA-related examples, its common sense advice is useful for anyone who wants to publish correct, consistent content. (66 pages, 1.16 MB PDF)


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Which Hotel Chain Does E-Mail Best?

At the height of travel season, we decided to conduct a non-scientific experiment to find out which hotel chain does customer service e-mail best. We sent the identical e-mail query to hotel chains with properties near Chicago’s Midway Airport and received responses from five hotel chains: Best Western, Marriott, La Quinta, Hyatt, and Hilton. To see which hotels provided excellent service and which bombed, download the hotels' e-mail responses and our comments. (7 pages; 188k PDF)


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Which Online Retailer Does E-Mail Best?

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 in buying and having shipped to a "nephew" who lives in Switzerland. We wanted to compare how well Amazon.com, Buy.com, Overstock.com. Sears, Toys R Us, Walmart, and Alex Toys answered the same customer question. Download this whitepaper and read the retailers’ e-mails and our comments on which companies provided excellent service and which ones disappointed a prospective customer. (15 pages, 269k PDF)


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Write Better Chat to Customers: Download Chat Transcripts for Review

Trying to coach or train customer service agents to write high-quality live chat to customers? Show them what works and what doesn't in these real chat transcripts from companies including Nordstrom, Comcast, Zappos, and Earthlink. I've included my comments on each transcript, so you'll learn about the quality of the writing, the agent's tone, and strategies that lead to first contact resolution. Download this whitepaper and see which companies connect with customers in chat, which ones don't, and why.

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  • January 29, 2017


    Your Reading List: Get Up to Speed on Bots in Customer Service

    Preparing to use bots in your customer care organization? Confused about what a bot is and how one works? Here's a reading list that will help you get up to speed. And if you've read (or created) a great piece on bots in customer service, mention it in the comments. I'll include it in this reading list.

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