Most businesses create content based on what they think customers need to know. Then they wonder why engagement is low, queries keep coming, and their carefully crafted FAQs sit unused.
We flip that approach. We listen to your customers first, extract the questions they’re actually asking, then turn those insights into content that works. No assumptions. No guesswork. Just communications that reduce noise and improve engagement.
Education Settings creating accessible materials for students, parents, and funders that cut through complexity and support enrolment goals.
Social housing providers communicating complex services and change to diverse customer groups while meeting regulatory requirements and building trust across communities.
Advisory services helping vulnerable people navigate complex systems while removing barriers and stigma.
Charities communicating impact, supporting beneficiaries, and engaging diverse stakeholders with limited resources and high accountability.
Any business with high support queries. If your team is answering the same questions repeatedly, your content isn’t working hard enough.
A clear picture of what your customers actually need to know, based on real questions and pain points rather than assumptions.
Materials designed to answer questions proactively, cutting query volumes and freeing up your team to focus on complex cases.
Content that works for everyone: plain language, clear structure, and formats that meet different accessibility needs.
Templates, style guides, and frameworks you can use to maintain consistency and create customer-led content in-house.
Content that people actually use, reducing repeat queries and improving satisfaction scores.
CASE STUDIES
By focusing on real questions, we strip away everything that isn't needed. No industry jargon. No corporate speak. Just the information people are actually looking for.
Stop creating content based on what you think people need. Start with what they're actually asking. Your team spends less time repeating themselves. Your customers get answers faster.
When customers see their actual questions reflected in your communications, they feel heard. That builds confidence in your organisation.
Most agencies create content based on stakeholder workshops or best practice guidelines. We go straight to the people using your services and find out what they want to know.
Beautiful content that doesn't reduce support burden isn't working. We measure success by how much easier we make life for both your team and your customers.
Clear language, logical structure, multiple formats - these aren't extra steps. They're written into every piece of content we create.
You get frameworks and guidance you can use long after we're gone. We strengthen your team's skills, not create ongoing dependency.
Book a discovery call to discuss your customer communication challenges, or start with a free content audit to see where the gaps are. Or, if you’d prefer just email Polly on polly@thetypefacegroup.co.uk
answering the same queries repeatedly
searching for information that isn’t there
when people feel their needs aren’t understood
to services
dealing with avoidable queries and complaints
Mon – Thurs: 9am – 5pm
Fri: 9am – 1pm
