After the Sale
SIMPLIFICATION, VOICE, AND CONTENT FOR AFTER THE SALE CHANNELS.
T3 was the primary content provider for HSBC Customer Experience in London. We worked carefully to refine and humanize brand voice and content at every customer-experience level across silos, including retail banking, credit cards, and insurance. From web copy to simplification of onboarding forms to welcome kits to customer scripts to email campaigns, we developed a friendly, jargon-free conversational voice—inviting moments between client and brand. Likewise, design was often made clutter free, intelligent, efficient. Design twists and turns were eliminated so, for instance, a user’s online time was not wasted.
The work was holistic. T3 developed high-level strategy, and we also revised, say, the tiniest bits of web copy like heads, subheads, help text, error messages, roll-over text, field text, label text, button text, calls to action, tabs, and more.