PREACH: A tone of voice framework for customer support
Curated from: intercom.com
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Conversational Support
Conversational support is the modern way to resolve customer questions through a digital-first, messaging-based interaction. This means that customers and agents can be connected in real-time or asynchronously, and customers can stop and restart the conversation when it’s convenient – without ever losing context.
It’s called conversational because it, well, feels more like an ongoing conversation: natural, easy, and convenient.
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Customer Support: Why Tone Is So Important
The tone of voice may be the single most important factor in support performance. The tone you take with a customer will go a long way towards determining the quality of their support experience.
No matter how helpful you are, if you communicate with impatience, condescension, or disinterest, then their experience will be negative.
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The PREACH Framework For Customer Support Tone
- Proud: Make bold decisions about which features to build.
- Responsible: If a bad feature or bug ships and a customer is disappointed or frustrated, it’s on you, as a company.
- Empathetic: Acknowledge, and aim to truly understand how your customers feel and handle each conversation accordingly.
- Articulate: Gracefully augmenting your conversations with personal language, emojis and GIFs is encouraged, but typos, bad punctuation or poor phrasing make you look less professional.
- Concise: No matter how much fun you can have with your customers, never forget they contacted you for a reason.
- Human: Really connect with your customers, and if you wouldn’t say the words in a “normal” spoken interaction, don’t say them during a customer interaction.
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