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Conversational Support

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.

8

34 reads

MORE IDEAS ON THIS

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 underst...

8

25 reads

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, condescens...

8

28 reads

CURATED FROM

CURATED BY

jiltur

Higher education lecturer

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