CX Consulting – Written Services Optimisation

We help organisations transform their written customer service

Our solution focuses on both systems-generated correspondence and the bespoke messages created in customer contact centres.

What we do

Reading is 80% of customer experience. We make it clear, human and helpful.

What we offer

Our solution focuses on both systems-generated correspondence and the bespoke messages created in customer contact centres. There are five parts to this service:

Auditing – our Customer Intimacy Audit identifies gaps and friction points in the customer communications journey
Journey mapping – looks at the role of customer correspondence in specific journeys – e.g. onboarding, collections, dispute resolutions etc.
Writing – brings clarity and a human touch to every communication
Training – tailored training that puts customer service and brand on the same page
Brand voice – finds a writing tone that aligns with brand values

This specific solution can be integrated into a larger service transformation or done in isolation.

What are the benefits

Improved member satisfaction and retention

Clearer, more human and helpful correspondence
Customer experiences that meet or exceed your service standards and values

Lower Operating Costs

Reduced in-bound calls from customers seeking clarification
First time resolutions with fewer reverse workflows
Improved customer compliance and collections

Delivering on strategy

Better written experiences support organisational values and goals
Clarity is a genuine differentiator in a crowded market
Employee training leads to more effective communication – internally and externally.

We are easy to engage

As a member of the Local Government Amalgamation Supplier Panel, NSW Government Qualification Scheme for Performance and Management Services (SCM0005) and ICT Services (SCM0020) we offer a comprehensive, tailored program to support Government transformation in NSW. Our panels extend to other states, federal government and even commercial organisations to make engaging us easy.