We’ve all had brilliant customer service experiences and horrible ones.

Think back to the rest of your day after the last time you got support. If it was brilliant, you might have passed along the good vibes.If it was horrible, it probably ruined your mood and you complained about it to your friends.

This mood can dramatically affect the reputation of your company.

On the flip side, if you work in customer service, you might know what it's like when the environment turns toxic.

When your team experiences management fad after management fad. Tech innovation overrules the human touch.
You find yourself dreading each call or email.

And each interaction carries that toxic environment out into the world…

No company wants to annoy the heck out of their customers. But many do.

No company wants to annoy the heck out of their customers. But many do.

 

When it comes to customer support, everyone’s got THE solution. 
It’s easy to feel overwhelmed faced with the social media buzz — trying to distinguish thought leaders from platitudes and black marketing techniques.

Worse: all this noise eats your time, and still you're worried.
You secretly fear that your customer experience sucks for some people.
And that despite your best efforts, it's just a matter of time till the wrong kind of email goes viral, or someone shoots an embarrassing video and posts it on YouTube.

Customer experience shouldn’t depend on taste and politics.

Lost revenue, increased churn, the shame associated with a viral tweet… not to mention the demoralising effect on your company culture: opinion-based customer support is a risky strategy.

Whether you’re a small startup or a multinational corporation, our bespoke approach and strong industry knowledge will make sure your customer support is “on fire”

Whether you’re a small startup or a multinational corporation, our bespoke approach and strong industry knowledge will make sure your customer support is “on fire”

Our mission: to make excellent communication accessible to all.

We collect the best insights from linguistics, psychology and user research.

Then we distil them into effective writing, training that truly empowers your team, and customer satisfaction programmes — tailored to your business.

English or German, kein Problem.

We speak and write English and German. And we work with brilliant writers in many more languages.
Whether you’re expanding within Europe or opening a new office in Asia: we have experience making it work.

 

Are you interested in working with us? Let's talk about SX*.

Step 1. Send us an email to schedule a complimentary, no-obligation consult.

Step 2. Watch your inbox for questions from us. Before we hop on the call, we’d like to know a bit about you and what you’d like to get out of working with us.

Step 3. Hit “reply” to that email and answer the questions.

Step 4. At the scheduled time of your consult, we’ll consult! We’ll use the opportunity to make sure we’re the perfect fit before you commit.

Step 5. Then we’ll get started! If you decide to work with us, we’ll tell you the exact steps for our project. If you decide not to work with us or if we aren’t a perfect fit, we're happy to share other resources to help you get what you need.

Have questions? Email us.

*Service Experience

 

Raring to go? Let us fix something for you straightaway.

1. Head over to our shop and choose what you'd like us to polish for you.

2. Add it to the cart, pop in your details and complete checkout.

3. After you submit your payment, watch your email for our order confirmation. We might also ask you a few follow-up questions so we can give you our best work.

4. Once we have all the info we need, you'll have the fruits of our work within 5 business days.

5. If you like, we'll talk you through what we did — and why — over Skype, Hangouts or on the good old telephone.