Customers are at the heart of everything that we do at LeadDesk.
We are Leaders in high-volume sales and customer service software. We serve our customers in their language, locally.
Our infrastructure and software is built with EU and country-specific regulations in mind. We help customer service and sales teams serve their customers with excellence.
The way we communicate should reflect that expertise, whether it's a simple email, or a long-form blog article.
Everyone at LeadDesk is a Leader. All our communication should reflect this. When you talk to customers, remember these four pillars on which we should base our interactions and conversations:
We stand behind our expertise but never overpromise or sound cocky.
Write about solutions first. Start with the benefit before mentioning the exact service feature.
LeadDesk’s multilingual chatbot uses AI to engage customers fluently in their native language.
Engage customers fluently in their native language with LeadDesk’s AI-powered multilingual chatbot.
When discussing performance, we always back claims with concrete examples.
LeadDesk is the best solution for automating online support.
LeadDesk automated 60% of Göteborg Energi’s online support in just a few months.
Artificial intelligence is a game-changer.
Artificial intelligence makes your customer service 30% more efficient.
Use LeadDesk as the active party instead of “we/us” to increase brand awareness. It also helps reduce the possibility of an us/them tone, minimising cockiness.
We use Artificial Intelligence for speech recognition, which improves call quality and keeps misunderstandings at a minimum.
Get better call quality and keep misunderstandings at a minimum with LeadDesk’s AI-powered speech recognition.
Our messaging is clear, concise, and human.
Get straight to the point. Keep sentences short. Avoid stiff and complex sales jargon; choose simple, more common words and phrases instead.
LeadDesk’s intelligent and speedy dialer solution enables you to call your customers in less time.
Make calls faster with LeadDesk’s intelligent dialer.
Talk directly to your audience. Passive voice cultivates unclear and jargon-heavy sentences.
This is done in collaboration with…
LeadDesk works with…
Streamlined operations can be achieved by automating tasks.
Automate tasks to streamline operations.
We are enthusiastic about what we do. Show it in all your conversations.
Focus on how you can help customers. Be solution-oriented.
Struggling with tickets? LeadDesk helps you automate customer service work.
Automate customer service work with LeadDesk. No more ticket struggles!
Exclamation marks can give neutral sentences an upbeat twist.
Avoid using exclamation marks everywhere so they don’t lose their meaning. The most fitting use cases for them are calls-to-action and the last sentences of social media captions.
Have a look.
Have a look!
Being succinct can help you achieve a positive tone.
Customers have experienced an increase in their employee satisfaction and as a result, achieved improved business results.
Happy agents are the key to better business.
Wordplay can spice up our headlines, but don’t go over the top.
This moment is so cuuuuute!
A peek behind the scenes.
Supercool software for giving customers a ring and making your business go bang!
LeadDesk’s software turns agents into high-performing sales and customer service superstars.
Our communication reflects our familiarity with local markets, and staying consistent ensures we talk like Leaders.
Instead of word-for-word translations, adapt the message to sound natural in your local language. This includes using conventions and idioms that are familiar to native speakers.
Don’t mix languages arbitrarily. Avoid Finglish, Denglish, and Swenglish, which might make messages unclear or even off-putting. The same goes for colloquial slang – use it with caution.
LeadDesk is fast. Lightning fast.
LeadDesk on nopea. Salamannopea.
LeadDesk on salamannopea. [LeadDesk is lightning fast]
Build straightforward workflows for increasing your sales performance.
Rakenna suoraviivaisia työnkulkuja myyntimenestyksen kasvattamiseksi.
Kasvata myyntiä rakentamalla suoraviivaiset liidiprosessit. [Increase sales with straightforward workflows.]
Colour instead of color, prioritise instead of prioritize.
However, we make exceptions for industry terms as they are proper nouns, for example, Dialer (not the UK dialler), and Contact Center/Call Center (as opposed to Centre).
Use title case according to the APA style for headings. That is:
If you’d like some help with title capitalisation, use the website CapitalizeMyTitle.com for more guidance.
Readers might not understand every acronym. Spell the phrase out the first time, then use the short version.
You should also use the acronym in brackets after the first use:
Customer service is about to transform thanks to Artificial Intelligence (AI).
However, this is unnecessary in cases where the entire phrase and the acronym appear within the same paragraph:
Customer service is about to transform thanks to Artificial Intelligence. In fact, AI experts predict that, by 2030...
Spell out the day of the week and the month, unless an alternate format makes more sense to your local language.
0–9 is generally spelled out, and 10– is enumerated.
Seven times a week, 24 hours a day.
The same applies to positions.
From first place to 40th.
We recommend against using large numbers to start sentences in paragraphs. However, starting headlines with large numbers is acceptable.
When starting a sentence or paragraph.
26% of unanswered sales calls tend to be called back.
Customers call back for 26% of unanswered sales calls.
This can also apply to bullet points.
30 Tips to Improve Your Customer Service Operations (that you can use today)
Improve Customer Service Operations: 30 Tips You Can Use Today
Never allow a company’s name or a person’s name span a line break hyphenated.
Lead-
Desk
LeadDesk
James Har-
greaves
James Hargreaves
Use formatting to make your message easier for your readers to digest the most important points.
Bolding key benefits is acceptable in moderation.
LeadDesk’s solutions are built on the same solid platform, which is used to make over 100 million calls each year all over Europe.
LeadDesk’s solutions are built on the same solid platform, which is used to make over 100 million calls each year all over Europe.
AI does not replace you. Tools like ChatGPT are useful for written content but ensure it complies with these guidelines.
Always fact-check every statement made by AI.
Nobody is above proofreading. Check everything you write, preferably with a delay after you've written it.
Better yet, ask fresh-eyed colleagues for feedback.
Are you unsure about something here? Are there scenarios missing from this document? Reach out to the LeadDesk Marketing Team for advice and guidance.