Refract Group2026
Customer experience
The brand, where customers actually meet it.
Onboarding, emails, release notes and support replies, written and designed so the company feels like one company.
Onboarding and lifecycle
The emails and screens between sign-up and the moment someone gets value, and the ones that keep them. Written in the brand’s voice and timed to what people do, not to the calendar.
- OnboardingThe shortest path to the first win, screen by screen.
- LifecycleEmails triggered by what people do, and what they don’t.
Release notes, incident comms, docs
The writing that happens when something changes or breaks. It’s read more closely than your homepage, so it should sound like you on a good day.
- Release notesWhat changed and why it matters to the reader, not the roadmap.
- Incident commsTemplates for the bad day, written before you need them.
- DocsHelp that answers the question in the first line.
Support tone
Templates and tone for replies, so a hard conversation still sounds like you, and a good one sounds like a person.
Questions
Ask usYes. We write into Intercom, Zendesk, HubSpot or whatever your team uses.
It can be. Many teams keep us on to write release notes and new lifecycle emails as the product changes.
Usually with onboarding: it’s where the most people meet the brand and the most of them leave.