Business leaders are well aware of the continuous need to enhance customer communications.
In this case study, LexiConn's thorough content auditing proved instrumental in HDFC Bank's efforts to evaluate the efficiency of their customer communication, including welcome emails for new account opening, locker rent letters, credit card payment reminders and Term Deposit Renewal letters.
Our approach involved:
Through this meticulous process, we audited 199 service communication drafts drawn from different departments of the bank, and identified where language intricacies, jargon and complex terminology were making everyday communication harder to follow.
Each draft passed through three layers: an audit against the parameter set, an edit for readability, reading ease and grammar, and a final review by the Project Head. Sentiment was scored Before and After on every draft in a delivery ready batch. The decision to deploy sat with the bank: its Quality Control teams ran their own analysis of each document before any revised draft went live.
