Services

Service communication programmes

Embedding good communications and skills, by profiling customers, creating tone of voice foundations, training and soft skill score cards.

FAQs and knowledge content

Streamlining and making digital self-help work, with helpful, relevant customer friendly content, knowledge and knowledge articles.

Digital content and comms

Content strategy, conversational copy, videos and podcasts.

Insights and analytics

Consumer research and testing, to check designs and content engages customers and gets good outcomes for you.

Through Mazaru Insights, we use behavioural science and AI to analyse digital content and communications for sentiment, confidence, effort, jargon, rapport, tone and readability. We can show how you can improve on these factors, to increase satisfaction and sales, and reduce frustrating service contact.

Call Deflection

Using behavioural science and tone of voice expertise, to pull customers towards digital service, and boost satisfaction scores at the same time.

Tone of voice and soft skills development

Bringing values and brand to life in everyday service interactions. We help front-line service and complaints handling teams ‘write for service’, and find ways to have helpful, warm and friendly conversations using the things they already have – their ears and their voice.

Calls down

10%

TalkTalk

CSat up

10%

Avios

CSat up

12%

Nectar

Sales leads up

30%

Virgin Holidays

Contact down

30%

Dee Valley Water