Someone said that ‘the devil’s in details’. Well, when it comes to dealing with customers over social media, live chat or messaging, that’s damn true. In fact digital conversations are tricky because you have to carefully read what the customer has written, detect their sentiment and then craft your answer. There’s much much more though: knowing when and how to use empathy, carefully choose the right tone of voice, prevent frictions and many more aspects.
Actions speak loud
Having assessed thousands of digital conversations on behalf of my clients I’ve noticed that some actions are recurrent regardless the industry and, most of all, are very powerful. That’s why today I’m glad to share with you 7 good reasons why you’d better take care of each conversation. In details.
1. Letting the customer feeling they’re welcome – “ok, they don’t consider me as a just ticket to handled…”
2. Making customer’s life easier letting them save time and efforts – “That’s all set for you, you don’t need to do anything else…”
3. Preventing frictions / customer’s frustration – “I understand your feelings and I’ll help you fix this problem…”
4. Proposing solutions instead of using negative expressions – “What I can do for you is…”
5. Suggesting valuable alternatives – “in this specific case you can choose between option A or option B…”
6. Proactively acting to consolidate customer’s trust – “…Accordingly, I’ve already charged my colleagues to promptly investigate…”
7 Showing our best human side because we’re more than just a brand – “I’m doing business with nice people sharing my values…”
The time is now. Turn your agents into digital conversations specialists.
Have great conversations.x
Digital Customer Service online courses
Pick the one that fits your needs!
✔️ Roadmap – Develop strategic steps of a Digital Customer Service program and spread the customer service culture
✔️ Coaching – Integrate your professional skills to become Digital Customer Service Manager
✔️ Crisis Response – Learn how to best manage customer criticism and attacks over ‘public’ online channels
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