News

Energy Price Cap: 5 ways to help customers

On October 1st, the energy price cap will jump by 12%, costing millions of households £1,277 per year (on typical use). This increase - combined with chaos in the utility sector,...

Seems everybody loves a chatterbot these days

Research from Khoros| Digital care, communities, & social media software, the market size of chatbots will grow from 2.6 billion to 9.4 billion by 2024. The Value Of Chatbots For Today's...

Telcos: Communicate the Mazaru Way

According to 10 Customer Service Facts That Would Blow Your Mind - CXService360 - Customer Service Articles, Stories and more; Zappos employee Steven Weinstein holds the record for the world’s...

Happy Christmas to you!

We’re proud to have supported so many customer-facing organisations, through a very tricky and weird 2020. Click here to open your card Here’s to a happy, healthy and hopeful 2021.   Lots of love,  Mazaru crew x  ...

Great bot conversations

Seven actionable ideas, to take the demand off agents and help keep customers chatting to bots....

IVR Deflection 101

In stressful times, it’s important to have your online services, app and FAQs working hard for you and your customers. Here are 7 ways to pull customers to digital and...

Coronavirus: 5 ways we can help today

With things changing hour-by-hour, we know that you’re feeling the strain across your organisation now. Worried customers need your support and that’s putting pressure on your frontline teams. Conversations are...

What’s Next: Customer Experience 2020 Event

Unify Communications are hosting an exclusive workshop exploring how you can drive outstanding, insight-led customer experiences and empower key decision makers to deliver measurable ROI.  We’ll be joining experts from Unify,...

See you at Call & Contact Centre Expo

**Call and Contact Centre Expo rescheduled for 15th & 16th September 2020** Learn how to increase sales, improve satisfaction and wisely reduce service contact through the power of behavioural science, supercharged by AI. We’ll...

Join us at the launch of Mazaru Insights®

Through insight comes enlightenment Behavioural science supercharged by AI: Mazaru Insights® helps you empower customers to self-serve, or buy from you. When 23rd January 2020, from 4pm  Where BFI, 21 Stephen Street, Fitzrovia, London W1T...

We come in peace, with knowledge and insight

Introducing Mazaru Insights® : Blending behavioural science and AI to analyse your content and comms and help you find ways to boost satisfaction, increase sales and reduce service contact....

OK Google, talk to The Wise Monkey

Do you have burning questions about Mazaru? Who we are, what we do, where our beer tap is? We’re now live on the Google Assistant, ready and waiting to chat about all things...

Planning, Analysis and Insight User Group

The South West Contact Centre Forum, Planning, Analysis and Insight User Group, will be hosting their next meeting on Thursday. Fran and Susie will be speaking at the session, which will...

Out of This World CX Workshop

Unify Communications are hosting an exclusive Out of This World CX workshop this Thursday, exploring how you can deliver great omnichannel customer service without compromising on quality or incurring huge costs. We’ll be joining...

World Mental Health Day

Thursday 10th October, is World Mental Health Day. The theme for this year is suicide prevention. The WHO has some scary stats around this topic: - Every 40 seconds, someone...

Thank you, Zipcar

Great to hear feedback from one of our US-based clients: “Your responses to questions are quick and speedy. Your attention to the details shows your commitment to your customers.”George MacNeil, Senior...

We’re the jam in the Unify sandwich

A few months into our partnership with Unify and we've added our conversation design, tone of voice and soft skills expertise to several joint customer projects. We've become the "jam...

The Future of Retail CX event

Unify Communications are hosting a dedicated Future of Retail CX workshop, covering the dangers of customer service silos, how to invest in self-service for call deflection, and ways retailers can ensure...

Connect and Inspire using your Tone of Voice

Watch our Tone Maven, Janina Heron’s TED talk on how to connect and inspire using your tone of voice.  Janina leads the ‘empowering front line teams’ part of our Service Communication Programmes. She...

How to write a good customer service letter

Can customer service letters help you to reduce contact, support your move to digital, increase sales and customer satisfaction scores? Yes they can. If you want to know exactly how, head...

Mazaru is a wise monkey

You’ll find a carved panel of the three wise monkeys above the door of the Tshogu temple in Nikko, Japan. The carving is one of the oldest representations, dating back to the...

soh is now Mazaru

With all the evolving we’ve done over the last twenty years, we thought it was time our brand evolved too – so from 25th April 2018, we’re Mazaru (Muh-zah-roo). But, how have...

10 things they don’t tell you about AI

Do you want to know the inside track on the state of Artifical Intelligence in the customer management industry today? Here are a few home truths that will help you...

Happy Birthday Text Messaging

The first text message (SMS) was sent on the 3rd of December 1992 by an engineer at Vodafone to a director. It simply said “Merry Christmas”. Fast forward 25 years and...

The essential preparation for chatbots

We’ve evolved with our clients over the years; as the face of the contact centre has changed, so have we.  What was once a call centre is now a multi-channel...

‘Unwanted’ contact down 30% with our crystal clear comms

“We’ve been able to make simple changes – within our existing systems and technology – which have had an immediate and positive impact, in reducing contact." Customer Service Director.  Results We’ve achieved some...

15 Different things we do

Our purpose is To Make Great Service Happen. Anywhere. To achieve this, we have to have many things; a capable, talented and engaging team, a relentless drive to get quality and...

High Stakes Customer Communications

It goes without saying that extra care is needed when you're communicating with large groups of customers about sensitive issues. For example, the stakes are always high when letting them know...

Service with a smiley?

If you had to choose what was the most significant change in the written word over the last 20 years then the use of smileys, emoticons and emojis might well...

5 Tips for the Perfect Email Greeting

This year we were lucky enough to be invited to the LIAR IV politeness / impoliteness linguistics conference in Manchester. At the conference, we presented our latest study on what customers think about...

How to say sorry

When a story about how to apologise hit the news headlines recently, we thought it was time for us to have a look again at the hardest word. We reviewed the original research (that...

You had me at hello

One of the questions we get asked often is what greeting should be used when speaking and writing to customers. Although we all seem sensitive to what greetings should be used...

10 things every service writer should know

Over the last few months we’ve been mystery shopping and studying service emails from some of the UK's biggest brands. We've also been working with well-known market researcher ICM to...

Advisor tone – the words that improve service

Our recent research into advisor tone showed how just changing the way words were said (voice) improved customer satisfaction scores by 76%. We also looked at what happened when we...

Does an Advisor’s tone really matter?

When industry analysts ContactBabel polled Contact Centre Managers on what makes customers satisfied, 'friendly and polite advisors' came second only to first call resolution. Managers certainly think that an advisor's tone is...

Make your on hold funny for money

Every day in the UK about 5 million callers wait on-hold for their calls to be answered. We thought, how about using that not-so-good time for an oh-so-good cause -...

Say hello to Musicline

We all love music. We listen to it just about everywhere: at home on the radio, in the car, on the go on smart phones, at work on our PCs,...

Will your 08 numbers be against the law?

On the 13th of June the Consumer Rights Directive will come into force and your 'service' and 'helpline' numbers may have to be charged to your customers at a 'basic rate'....