This tone of voice is often chosen by banks, for example VTB

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Formal or informal
According to surveys, 65% of customers want customer service agents to speak to them informally. But context influences perception, so 78% of customers will be unimpressed if their request is rejected in informal language.

Formal language allows for subordination through communication. The emphasis is on rationality, not emotions. The focus is on brevity, precision of wording, and facts.

It makes the brand appear more nepal telegram database authoritative, but can come across as cold to readers due to the impersonal tone it creates.


This tone of voice is often chosen by banks, for example VTB

Informal language is closer to normal conversation, so it helps to tune in to the same wave with users. The brand communicates with the audience on equal terms. It can recommend something, but as a friend, not a mentor. The priority is respect, light humor and good news.