How copy editing is a form of customer service

When you think of building out your business’s customer service team, you probably think of the friendly people answering phone calls and responding to emails to field customers’ questions and address their problems. What probably doesn’t come to mind is how well your copy has been edited. It’s time to rethink that.

Here’s why you should consider content strategy and copy editing to be the first lines of defense when it comes to customer support — keeping many easily preventable issues from rearing their ugly (and expensive) heads in the first place, and saving money in the long run.

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Finding your brand voice — and why it’s so important

When I sit down with a new client, I always ask if they want me to edit copy for a specific brand voice. For any business producing content for their customers — website copy, direct email, blog posts, or anything else — it’s important to establish a consistent tone and vocabulary across your communications. Your brand voice is essentially the personality you present to the world.

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