Make every interaction easy

Look at the experience from the customer’s perspective and remove avoidable effort. Make it easy to find accurate information, ask a question, request help, or discuss a change.

Use plain language and offer communication methods your business can manage reliably. Let customers know when to expect a response, and provide useful updates if an answer or solution takes time.

Keep relevant information available to the people serving them, and confirm who is responsible when work moves between employees. Customers should be able to continue a conversation without starting over or having to coordinate the work of your team themselves.