Telstra – Connecting with Words
Helping a telco improve customer engagement through clear, human communication.
The engagement
The work
Telstra sends over 300 million messages to customers each year. Many of these were transactional in nature, yet they lacked the warmth and clarity needed to build stronger customer relationships. Friendly Persuasion reviewed over 7,000 messages, redesigned content for clarity and empathy and delivered workshops and e-learning to help staff embed the new communication style.
The difference
Results
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Re-writing, clear, customer-friendly communications for over 4,500 messages.
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Training rolled out nationally, including in-person and online modules.
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Strengthened customer trust through improved service tone.
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