How we communicate with customers is just as important as what we communicate. Getting specific about where a customer is in the moment helps us meet them where they are.
Bad news
When the financial news is bad, our content can still do good.
Celebrations
Celebrate the good stuff, but be mindful of what that is (and how often it's happening).
Consent and permission
Create customer-backed, cohesive consent experiences.
Developers
Content for developers must be concise, accurate, and structured.
Emails
If you must send an email, make sure it's relevant, focused, and helpful.
Experts
How we talk to the experts that talk to our customers (their clients).
Help
Help content should support a customer when they need it, where they need it.
Money terms
We have two approaches to introducing new tax or accounting terms.
Security and data
We take security seriously. Here's when and how to talk about it.