Yield the floor to the Schmicko team!

Background

Schmicko employs virtual assistants who work remotely to handle customer inquiries and provide support. Effective and timely communication is crucial for maintaining strong customer relationships. However, the virtual nature of the team posed challenges in maintaining consistent grammar and language quality across all communication channels, which could happen occasionally. We believe that first impressions always count, and so we decided to opt for Linguix as the extra helping hand we need in writing assistance.

Challenges

We faced the following challenges before implementing Linguix:

• Ensuring consistent grammar and language quality in customer responses.
• Reducing response time by improving the efficiency of creating well-structured replies.
• Empowering remote virtual assistants with a tool that enhances their writing skills.

Implementation of Linguix

To address these challenges, Schmicko integrated Linguix grammar software into its virtual assistant workflow. Linguix, an AI-powered grammar checker, provided real-time recommendations for improving sentence structures, suggesting alternative word choices, and highlighting grammatical errors. Not only was this performed in a timely manner, but it was also very effective.

“At Schmicko, we believe that effective communication is the cornerstone of exceptional customer service. With the help of Linguix, our writing assistant, we have empowered our customer service team to deliver impeccable support with efficiency and ease. Linguix has become an invaluable tool, ensuring our written communication is error-free, consistent, and professional. By harnessing the power of Linguix, we have elevated our customer service experience, leaving no room for misunderstandings or misinterpretations. Together with Linguix, we are able to exceed our customers’ expectations and build lasting relationships based on clear and concise communication.”

David Bui – General Manager Schmicko

5. Benefits and Impact

After the implementation, a range of important business metrics has improved:

Enhanced Response Quality

Linguix has significantly improved the quality of customer responses by assisting virtual assistants in constructing well-written and error-free replies. The software’s grammar suggestions and real-time feedback ensure that the virtual assistants produce clear and professional communication. Over the past month, we will share some of the details below.

Reduced Response Time

By offering recommendations for sentence structures, Linguix enables the virtual assistants to create better responses with less effort. This improvement in writing efficiency translates to reduced response time, allowing Schmicko to provide faster and more efficient customer support. 

Empowering Remote Virtual Assistants

Linguix’s user-friendly interface and real-time suggestions have empowered Schmicko’s remote virtual assistants to enhance their writing skills. The software acts as a virtual writing mentor, helping them develop better grammar and language proficiency over time.

Results and Feedback

Schmicko has observed the following positive outcomes after implementing Linguix:

• Increased customer satisfaction due to improved response quality.
• A significant reduction in response time, leading to enhanced customer experience.
• Virtual assistants reporting increased confidence in their writing skills.

The Results

Using our live chat widget, we have managed to reduce our average response time from 133 seconds down to 77 seconds, a reduction of 42% just from the previous month after using Linguix more frequently. While we were able to reduce our average response time, we still increased our average chat duration by 23%, most likely due to our conversations and responses becoming more meaningful and interactive with the customer. We still achieved the same number of positive ratings left by customers after each conversation, but at least we did not go backwards.

Conclusion

The integration of Linguix grammar software has proven to be a game-changer for Schmicko, allowing its virtual assistants to create well-constructed responses quickly and efficiently. By ensuring consistent grammar and language quality, Linguix has enhanced customer satisfaction and improved overall communication effectiveness. Schmicko’s experience demonstrates the value of implementing linguistic tools in streamlining customer communication processes.

The post Enhancing Customer Communication Efficiency with Linguix Grammar Software: A Case Study of Schmicko Automotive Company appeared first on Linguix Blog.

Copywriting services are integral to the other services an agency offers to its clients, as you can’t optimize for SEO without great content, etc.

The challenge

Smile Bright Media faced a situation, when many of their customers had lots of stylistic, preferential, and brand-focused edits. Such style-related refinements and edits increased the time to get content finalized, published, and driving results. The company was looking for a solution that could help to decrease these edits by getting recommendations on changes to make to comply with the style preferred by a client. 

Another important challenge was to provide agency clients with content scores around readability, grammar, style, and more to help them trust in the content and reduce edits. 

“Our team serves dozens of customers from various industries. Our challenge is to create engaging content that is compliant to the industry’s and the client’s tone of voice, so that we could get approval and deliver results faster.”

Valerie Samsonova, Smile Bright Media, Head of Content

The Solution

Once Valerie found Linguix Team, she onboarded her team of 20 writers and asked them to use the platform. Using Linguix became a mandatory requirement when working on any piece of content for agency clients. This ensured that every writer on her team was getting the same feedback. Linguix Team acted as an editing assistant and a benchmarking tool that helps to understand when the content complies with the client’s style and is ready to be sent for review.

“We create a style guide based on requirements we receive from a client and set specific Content Quality Score benchmarks to define when it is time to send the piece for review,” said Valerie. “If any of our writers is using non-compliant words, they get notified instantly, and they keep improving the piece until the required Content Quality Score is met.”

The Results

Thanks to Linguix Team, Valerie and her team were able to decrease the number of editing rounds before the client approves the final copy. No matter how skilled a writer is, it is hard to write great content for companies from various industries. Having style guides and Content Quality Scores for benchmarking helped to keep the high level for the content and reduce the number of edits needed from the client’s side.

Thanks to time saved on applying clients’ comments, Valerie’s team was able to increase output. The more editors at Smile Bright Media create, the better it is for the business, but only if the content is extremely high quality.

Keys to Success

Make Linguix Team a mandatory part of content creation

Linguix is extremely useful when it isn’t a “nice-to-have” tool. Instead, Smile Bright Media marketing editorial team made an integral part of their process. Every writer on Valerie’s team is required to use Linguix and adjust the content until the desired Content Quality Score is achieved. This allows to create content that requires much fewer edits on the client’s side compared to the process before Linguix Team was introduced.

Set and enforce standards

To reach her goal of cutting back copy approval times, Valerie asked her team members to use Linguix Team for every piece of content they craft. If the Content Quality Score was below 80, writers needed to improve their work and make sure there are no pending Style Guide recommendations before it could be sent for review by the client. Editor just won’t send the copy to the client if the Content Quality Score was less than 80 and the writing assistant showed any not resolved Style Guide corrections.

The post How Smile Bright Media Agency Cut Editing Time by 68% With Linguix appeared first on Linguix Blog.