Ideas from books, articles & podcasts.
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 conveni...
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, conde...
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