We break down the difference between these two approaches. Why having many messengers is not yet omnichannel — and how to unite all requests into one convenient system.

We break down the difference between these two approaches. Why having many messengers is not yet omnichannel — and how to unite all requests into one convenient system.

What is communication tone and why it must be consistent across all channels. Using examples, we show the difference between formal, friendly, and empathetic Tone of Voice.

We analyze the most common “sins” of customer support: from ignoring messages to template replies. We give advice on how to fix the situation and restore loyalty.

We explain why chaos in documents kills service quality. We describe how to properly structure information so that it is convenient for operators and algorithms to use.

What is CJM and why draw it. Step by step we break down how to analyze a person’s journey from the first acquaintance with the organization to receiving the service.

Guide to the main customer service metrics. We will learn to distinguish the loyalty index (NPS) from the satisfaction index (CSAT) and understand when it is better to use which metric.

We break down the concept of Customer Experience in simple words. We explain why a volunteer initiative or charitable foundation needs quality service just as much as a commercial company does.