Communication Design - Transform Communication into Different Experiences.

An integral part of your customer experience transformation is company-wide understanding and support of your journey to build customer-focus.

An important component of this is reviewing and crystallising your communication to ensure it connects with your employees and customers.

With the growing amount of information we have access to, self-service has never been more readily available. However, with the large amount of information we need to process comes a greater need for clarity to solve problems faster.

E-mail, SMS and live chat also represent over 80% of all service interactions, which presents an opportunity to demonstrate your difference through written communication.

Clear and consistent communication also helps internal teams build trust, creates alignment and unlocks the full potential of your service and experience initiatives.

Reviewing all content for both employees and customers ensures everyone is receiving communication that resonates and is valuable.

We’ll weave a new narrative into your organisation’s processes and culture. One that will transform your employees’ view of what they do, the way they do it and your customers’ perception of your brand.

We believe in complementing language with a strong visual vocabulary. Using iconography and multimedia design, we create compelling communications that bring about real change.

We develop Tone of Voice guidelines, Storyboards, Training Material, Website Content, Marketing Collateral, Correspondence (letters, emails, SMS), Live Chat, Terms and Conditions and Instructions supported by our writing consultancy partner, Friendly Persuasion

Alinta Energy engaged Proto and Friendly to conduct an enterprise-wide audit of their customer communications. This spanned hundreds of messages and incorporated the most important journeys and experiences in the customer lifecycle.

From onboarding and embedding, to collections and hardship, Friendly worked with Proto to ensure every written experience was not only clear and compelling, but also led to better outcomes for the business and its customers.