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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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.
Being able to leverage both automated and human support has led to some incredible advancements, allowing companies to scale their support and deliver personalized experiences more efficiently than ever before.
As a result, human support is more critical than ever. And with a greater impact on your customer satisfaction – and ultimately your company’s bottom line – it’s increasingly important to invest in your human support team as a real strategic lever in your business.
Some conversations become difficult due to several factors.
Most tough situations can be avoided by understanding your customer's expectations and aligning them with the business's goals.
There are three great advantages to involving your support team – or indeed any team – in decision making:
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