Does Your Technology Make Customer Service the Revenue Center it was Always Meant to Be?
Customer service has been one of the most underappreciated, underutilized revenue centers of organizations for too long.
If your technology reduces customer and employee churn, organizations need your help.
But if you want to be the obvious choice in this saturated market, you need content that speaks to their specific challenges and aspirations, and builds real trust.
As a freelance customer service writer, who’s written for industry leaders such as Jacada and Pipedrive, I provide content that’s tailored to their needs and your business KPIs.
Get a Freelance Customer Service Writer with 20-ish Years in the Industry (First, as a Contact Center Employee, then, since 2012, as a Freelance Customer Service Writer) to Position Your Tech as the Obvious Choice
Before I was a freelance customer service writer, I worked at contact centers for 6 years. I saw the difference it made – for both customers and agents – when a company actually cared about its service and the people that provided it. Both customers and agents stayed with the company longer. They became advocates on social media and offline.
As I started writing for audiences of decision makers in 2012, those in charge of strategizing their companies’ approaches to serving millions of customers, I started digging into the research.
For over a decade of being a freelance customer service writer, I’ve seen customer service trends change (to social media or not to social media, bots vs. humans), but one thing remained consistent across all studies, year after year:
Customers and employees stay longer with companies that treat them empathetically and stand by them when the need rises.
Companies that use the right technology can achieve that efficiently. Thus, they reduce churn and increase loyalty on both ends, even if they charge more, even when they make mistakes.
As a result, they also increase their bottom lines.
But how will they know your technology is the right one?
Together, We Can Make Day to Day Life Better for Millions of People
Treating our fellow humans better can turn customer service into a profit center, so it’s something business leaders can get buy-in for when they’ve got a trustworthy partner, like your technology can be. It can also make someone’s day, or be the one break they need when an important product’s malfunction is the last straw during a challenging time, or they’ve spent an entire shift getting yelled at.
Content that respectfully addresses organizations’ challenges in making this happen – especially in the context of your offer, but often in a non-salesy manner – gets decision makers clicking, reading, becoming in-house advocates for you and, finally, converting.
Driving change in even one client company can impact thousands, if not millions, of their customers and employees. Imagine what we could do if we touched your entire audience.
I’ve been fortunate to be part of this change in my work as a freelance customer service writer. The privilege and responsibility of serving these audiences never escapes me (just one of the reasons I’ve never missed a deadline).
I’m here to help you make a difference, too.
As Seen on Globally Leading Contact Center Providers
Feeling very grateful I’ve gotten to work with some great, customer-driven companies as a freelance contact center writer. Among the most familiar ones:
Omnichannel contact center solutions for global brands like AT&T, DHL, Wells Fargo, Citibank, AIG, Priceline and T-Mobile.
A sales CRM with over 90,000 customers, including Amazon, Vimeo, Capterra and Re/Max.
Read Writing Samples from My Work as a Freelance Customer Service Writer
Customer Service Predictions
After spending some time as a freelance customer service writer and digging into research studies, I had the privilege to predict industry trends for some of my clients, so we could recommend the best strategies and practices to adopt as our readers take their service operations to the next level.
[WHITE PAPER] Top 2019 Research-Based Customer Service Channel Recommendations that Will Delight Customers and Give You an Unfair Advantage in the Market – HelpGrid
Customer Service Statistics Forecast The Best Places to Invest Your Budget in 2016 and Beyond – Jacada
Top 2016 Customer Service Trends for Contact Centers Who Want to Keep Their Customers – Jacada
Customers’ Favorite Communication Channels for 2016 and Beyond – Jacada
The Business Side of Customer Service: Turn Your Contact Center into a Profit Center
How to Turn Your Customer Service into a Profit Center – HelpGrid
The Costs of Poor Quality Customer Service – HelpGrid
6 Customer Service Metrics that Will Guarantee You a Competitive Advantage (and How to Measure Them) – HelpGrid
Why Happy Clients are a Must for Your Real Estate Brokerage – Realty Back Office
Acquiring New Customers vs. Retaining Current Ones: What Should I Prioritize? – HelpGrid
Who’s More Important – Your Customers or Your Employees? – HelpGrid
Omnichannel Customer Service Articles
How to Adopt an Omnichannel Business Model – Jacada
The Three Cs that Create Unforgettable Service Experiences Customers Can’t Stop Gushing Over – Jacada
3 Warning Signs that You’re About to Lose Customers in the New Omnichannel World – Jacada
What Customers Need You to Know When they Channel-Hop (Less than 50% of Companies Know This) – Jacada
In Their Own Words: What Your Customers Think About Your Omnichannel Solution – Jacada
Key Ingredients to a Website that Supports an Omnichannel Customer Experience – Jacada
Aspire to Reach these Goals with an Omnichannel Business Model – Jacada
How to Brand Your Way to Omnichannel Success – Jacada
How Omnichannel Helps Companies Personalize Customer Experience – Jacada
Are You Making These Mistakes with Omnichannel Customer Service? – Jacada
How Customers Expect You to Show Up Across Multiple Channels – HelpGrid
Managing Contact Centers
A Service-Oriented Desktop Architecture that Frees Agents to Create Company-Customer Love Stories – Jacada
How Customers Use Mobile to Seek Customer Service: Must-Know Stats for Every Smart Contact Center – Jacada
5 Top Responsibilities of the Chief Omnichannel Officer – Jacada
How to Overcome Customers’ Privacy Concerns and Deliver Personalized Omnichannel Experiences – Jacada
How to Manage a Sales Team with Realistic Expectations (and Realistic Metrics) – Pipedrive
Outsourcing Customer Service
Does Outsourcing Customer Service Mean You Never Deal with it Again? – HelpGrid
5 Tips to Help You Succeed with Your Customer Service Outsourcing Efforts – HelpGrid
Managing Customer Service Agents and Salespeople
How to Help Your Salespeople Overcome Fear of Rejection – Pipedrive
How to Conduct Empathetic Coaching that Drives Lasting Behavior Change in Your Contact Center – ExecVision
How to Manage a Sales Team with Realistic Expectations (and Realistic Metrics) – Pipedrive
What Your Customer Service Agents Need to Deliver Better Experiences – Salesforce partner
7 Ways to Increase Employee Product Knowledge, Excitement & Motivation to Learn More – HelpGrid
Contact Center Analytics: Impacting the Future by Understanding Customer and Agent Behavior – Salesforce partner
How to Solve the Biggest Agent Desktop Problem that’s Costing You Money – Jacada
3 Top Aspects of Agent Desktops that Lead to True Omnichannel Customer Experiences – Jacada
Who’s More Important – Your Customers or Your Employees? – HelpGrid
Contact Center Agent Experience
5 Difficult Experiences Agents Deal with During Customer Calls – HelpGrid
4 Reasons Your Customer Service Agents Just Don’t Care – HelpGrid
4 Ways to Show Customer Service Agents that They Make a Difference – HelpGrid
4 Things to Reward Customer Service Agents for Besides Sales – HelpGrid
Customer Experience & Customer Journey
How Long is it Too Long to Be on Hold (and What to Do About it)? – Jacada
What to Do When You Need to Put Customers on Hold – HelpGrid
How Salesforce’s Service Cloud Transforms Customer Journeys – Salesforce partner
5 Crucial Customer Service Crimes Your Contact Center is Probably Committing Right Now – Customer experience company
Are You Making these Patient Satisfaction Mistakes? – Decisive Health
Why Patient Satisfaction Matters – Decisive Health
How to Reduce Customer Efforts in Doing Business with You (3 Strategies that Really Work) – Jacada
How Personalized Phone Numbers Help You Stand Out with Epic Customer Experience – Jacada
How to Increase Customer Satisfaction with a Unified Customer Database – Jacada
Your 11 Step Guide to Dealing with Unhappy Customers – HelpGrid
3 Customer Service Statistics that Will Blow Your Mind (and What to Do About it) – HelpGrid
Social Customer Service, Social Selling, and How to Enlist Marketing in Your Efforts
The Straightforward Truth About Social Selling that Nobody Wants You to Read – Pipedrive
How to Provide Outstanding Customer Service on Social Media – HelpGrid
How to Enlist the Marketing Team in Your Sales Efforts – Pipedrive
Efficient, Customer-Driven Sales Practices and Sales Management
If you market to salespeople, I’ve got your back too. As part of my work as a freelance contact center writer, I’ve gotten to interview thought leaders from across the world, including a sales expert from CBS, Australia’s top social seller according to LinkedIn, and sales coaches who train sales teams at some of the biggest brands in the world.
11 Sales Experts Share Their 21 Favorite Ways to Ask for the Sale (and Why They Work) – Pipedrive
How to Help Your Salespeople Overcome Fear of Rejection – Pipedrive
How to Manage a Sales Team with Realistic Expectations (and Realistic Metrics) – Pipedrive
How to Keep the Best Sales Rep at Your Company with Clear Career Pathing – ExecVision
Effective Sales Coaching Programs: How to Train Your Managers to Be Good Sales Coaches – ExecVision
[EBOOK] Sales Intelligence: 11 Data Driven Approaches to Sales Management – ContextSmith
9 Action Steps to Help You Avoid the Famine and Keep Feasting – Pipedrive
How to Save Your Sales Year in Quarter Two When Quarter One Was a Complete Failure – Pipedrive
How to Generate Hot Leads with Webinars – Pipedrive
How to Enlist the Marketing Team in Your Sales Efforts – Pipedrive
What’s a Sales Pipeline Anyway (and How Does it Impact Your Sales Results)? – Pipedrive
Why Pipeline Visibility Matters to Every Department in Your Company – Pipedrive
6 Free Training Resources for Exponential Sales Growth that are So Good, They Should Charge You Money – Pipedrive
The Future of Customer Service
Introducing Generation Z: The Omnichannel Natives – Jacada
The Contact Center Perspective of the New Organizational Role of the Chief Digital Officer – Salesforce partner
Why You Still Need Human Customer Service in a World of Automation and Chatbots – HelpGrid
Benefit from a Holistic Approach to the Complex Business Aspects Customer Service Leaders Navigate to Succeed in Their Roles. Check Out These Complimentary Writing Portfolios:
- Customer success
- Sales
- Marketing
- Employee experience (currently under development)
- Diversity and Inclusion (currently under development)
You can find my portfolios in other industries here.
Set Your Strategy for Success with a Freelance Customer Service Writer that Specializes in Serving Your Audience
Whether you need a writer who can educate business leaders on driving strategic change in their approach to service and agent management, or you specifically need a freelance contact center writer, I’ve got your back.
Drop me an email at [email protected], and let’s create a more empathetic, win-win-win world – for your company, for your clients’ companies, and for their customers and agents.