Yes, your website gets a lovely green ‘WCAG’ pass, but… What if that glowing impression of accessibility that your test credentials give your users is totally false? A top UK regulatory watchdog has...
Category - Email
New developments in Email as it relates to all services and businesses and those responsible for and involved in the handling of responses to unsolicited enquiries
Peter Friedman
No reply. Slow reply. Unhelpful reply. Why doesn’t accessibility cover this?
Accessibility is strictly written into laws on disability and communication. But replies? We’ll get back to you on that. Maybe. Eventually. Maybe not. Recent research has carefully documented these familiar digital...
A Law Firm’s First Impression? Uncannily Warm and Cuddly. But It Just Doesn’t Last
Most clients begin their relationship with a law firm feeling impressed. Some of the strongest criticism, however, comes from those who say that warmth and attentiveness later give way to distance, inconsistency and...
Stephen Walters
Law Firms Don’t Have a Lead-Generation Problem. They Have a Reply Problem
Law firms invest heavily in generating new enquiries. They pay for search advertising, search engine optimisation, redesigned websites, directory listings, social media, referral networks and business-development teams...
Jonathan Friedman
Why We’re launching the Customer Support Black Hole Survey
We’ve just launched a new survey into customer support failures because existing research has made one thing very clear: responsiveness matters. But it has also left one major question unanswered – what...
Gabriel Fitzpatrick
Are We Racing to Answer the Front Door, or Just Adding More Doors?
The question behind the knock At ReplyResearch, we keep coming back to a deceptively simple question: what actually happens when people try to contact an organisation? Not what the website appears to promise, but what...
