We gave eBay an online tone of voice that reflected its brand values, and shortened and simplified its customer journey. To ensure a smooth execution, we trained teams across Europe, developed a practical quality assessment system, and embedded senior writers in-house – improving communications for the long term.
The project enabled eBay content teams to deliver more consistent and engaging customer journeys.
Better user engagement and satisfaction across business sectors.
Streamlined communications and reduced content across high-volume parts of the site, including FAQs and customer self help.
More effective content through the right voice, established writing standards, and a content quality assurance programme.
The lorries have been invaluable in our drive to improve and monitor the quality of our online content across Europe. From refining the eBay tone of voice to producing copywriting guidelines and a robust quality assessment programme, they’ve provoked debate and added real value – and we’ve had a lot of fun together
Lucie Hyde - ex-Director of Global Content eBay
