About Jylian Russell

Jylian is an inquisitive and energetic copywriter based in Canada and regularly works with teams across Europe, APAC, and the US. An experienced SaaS writer, she specializes in social media, fintech, and customer service content.

October 26th, 2017 | Communication | Jylian Russell

“I’ve bought from your company for years and really like your service, but I feel I could pay less elsewhere.” “I’ll sign-up for that service for a year if you can give it to me for $200 less.” “I’d like to continue using your service, but I’ll need a better deal on your price if…

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July 20th, 2017 | Live Chat | Jylian Russell

Great questions are the lifeblood of any great conversation. Without them, a conversation will quickly fall flat or find itself running in circles. And just like any ‘real life’ conversation, those on live chat depend on certain questioning skills to help them smoothly progress and solve a customer’s needs. For the live chat rep then,…

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May 18th, 2017 | Communication | Jylian Russell

Nobody likes being told no. A ‘no’ means rejection. A ‘no’ means we don’t get what we want. Hearing ‘no’ as a kid was tantamount to the end of life, and there’s a good chance most of us still hate hearing it as adults. For support agents, saying ‘no’ to customers is an unavoidable part…

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May 17th, 2017 | Communication | Jylian Russell

You’re about to wrap-up what has been, so far, a successful phone support call with a customer. You adeptly answered their questions. You even managed to upsell them on a new product feature. They seem over the moon with your help-their smile practically beaming from the other end of the call. Yep, you’re a customer…

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April 20th, 2017 | Communication | Jylian Russell

Hello. Hola. Nǐ hǎo. However you get it started, a greeting is foundational to any human interaction. Greetings help us connect on a personal level and set the tone for a positive conversation. Warm and friendly greetings can help forge new connections between strangers and welcome back old friends. Although mediated through a computer, live…

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