We believe customer support is just as responsible for company growth as any other team. We want support teams to be armed with the data, metrics and knowledge that will help them advocate for and defend the customer when company decisions are made.
We aim to create and curate the best content for customer support, service, and experience professionals to help businesses get better at delivering an effortless customer service experience.
We invite friends and colleagues from across the support, success, and SaaS spectrum to submit ideas for guest posts.
This guide has been designed to help you get the most out of your pitch – your submission will be much more likely to be considered if you follow the guidelines below.
When you’ve got your idea ready, send a pitch via email to editor@kayako.com.
Suggested topics
We have two categories on our blog, which you can choose to write for: customer experience and startup life.
Customer experience covers all aspects of working in customer support, customer service and customer success, from gathering customer feedback, to managing a support team, to how to build a great help centre.
Startup life covers business, marketing, design, sales and general growth-related content, not directly related to the customer experience, but relevant to startups and new entrepreneurs.
What kind of content do we publish?
Our content is timeless and actionable. We’re not interested in covering basic ground and tired tropes that have been covered too many times (e.g. how to talk to angry customers, 7 things you should never say to a customer).
We like to see stories and narratives that are distilled into lessons and actionable steps that our audience can take back to their teams. Our content isn’t just throw-away clickbait, it’s a source of real value and help for our readers that they will go back to when they need it.
Who are our readers?
Kayako’s customers are a group of more than 50,000 support professionals around the world.
Our blog audience isn’t limited to customer support professionals though. In addition to support team leaders and support reps, we write for the people they work with, cooperate with and often need to convince:
- Service leaders (support, success)
- Small business exec teams (CEO, CTO, CMO)
- Support reps, advocates, coaches
- Product managers
- Growth and marketing teams
Writing guidelines
- We don’t have a minimum or maximum word count – we prefer you to focus on crafting really valuable content where every word counts rather than hitting numbers.
- Your post must be an original piece and should not be published elsewhere.
- Avoid being overly promotional in the post. We allow one link back in the body of the post, and you can link to your website in your author bio section.
- If you can find a way to link to one of our previous blog posts, that’s a huge plus!
- Always link to the source for any quotes, studies or data you include.
- Break up your post into different sections with subheadings, and make sure you end with a conclusion that summarizes the key points of your post.
- Only include GIFs or images if they being used as examples to illustrate a point.
- Titles matter – come up with at least three different options for your post.
Tone of voice guidelines
We want our content to speak to our audience in the right way. Read a few of our blog posts to get a feel for the tone of voice of the blog. You’ll notice that our tone is:
- Authoritative and confident, but never arrogant
- Like a trusted advisor or friend who’s been there before
- Passionate and opinionated
- Patient and friendly
- Empathetic and experienced
- Down to earth and conversational
- Reassuring and uplifting
We are always:
- Personal – you and your
- Specific – “your customer”, not “customers”
- Buzzword-less – we help you instead of we empower businesses, you will grow not businesses can maximize
- ABC – accurate, brief, clear
Submission guidelines
- Submit your post via Google Doc to editor@kayako.com. Please make sure that you set your sharing permissions to “Anyone with the link can edit”.
- Include a short author bio and the email address associated with your Gravatar account (if you don’t have a Gravatar account, set one up at gravatar.com and add a profile picture).
- In order to keep quality high, we allow for a maximum of three rounds of edits per post – if it requires any more than this, the piece will be discarded.
Post-publication
- We will share and promote your post as much as we can to our network, and we’d love it if you could do the same via your social media and email newsletter (if you have one)!
- We’ll let you know if anyone comments on your post so you’ll have the opportunity to respond.
- We may reach out to you to upvote your post if we share it on GrowthHackers or Inbound.org. Feel free to share this with your network too!
Happy writing! Any questions, please email editor@kayako.com.