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HelpDocs Black LogoShould we be gendering customers?

Customer support involves a lot of written communication.

Whether you're flagging a bug report for an engineer, replying to a customer who hasn't received their order yet, or arranging a special annual holiday for the Smiths, there's going to be a lot of referring to people.

How you refer to people hasn't been talked about much. Obviously you shouldn't snigger at their possible misfortune with your team but how about using unannounced pronouns or assuming gender from a name?

It's possible you've assumed the customer's pronouns without even realizing it despite not knowing whether they'd be okay with that. I think as customer support people we can do a lot better than that.

Here's what we think and do to avoid guessing based on a name.


Why We Don't Assume Pronouns in Customer Support

Gendering customers is something many customer support teams do without thinking. Is it time we change our behavior?


Pioneering a Personalized Healthcare Experience: In Conversation with NRC Health

Learn how a healthcare company enables better experiences for patients by making sure they have the right data at the right time.


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