{"id":37943,"date":"2024-05-08T09:55:07","date_gmt":"2024-05-08T07:55:07","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=37943"},"modified":"2024-05-08T10:00:23","modified_gmt":"2024-05-08T08:00:23","slug":"ups-and-downs-digital-conversation","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/ups-and-downs-digital-conversation\/","title":{"rendered":"Ups and downs of a digital conversation"},"content":{"rendered":"

Every customer asking for support would love to enjoy smooth and happy experiences. Even though it’s not always rainbows and butterflies, there are some details that may leverage or kill the overall experience. Taking care of them will help you prevent delivering ups and downs during the digital conversation, unlike it happened in this live chat experience<\/strong>.<\/p>\n

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A live chat with hiccups<\/strong><\/h2>\n

As a Digital Customer Service consultant I regularly review conversations on behalf of my company clients. On top of that, many aficionados of this blog\/podcast<\/a> tell me about their customer experiences, especially when they are extremely positive or negative. It’s the case of this bittersweet<\/strong> conversations over live chat<\/strong>, the ‘fast & furious’ channel in terms of interactions pace. Have a read below.\ud83d\udc47<\/p>\n

\"A<\/p>\n

Lessons learned<\/strong><\/h2>\n

The welcoming part of the chat handled by the bot was easy and smooth. Then, when the human agent handled the second part of the conversation she did two things in one interaction:<\/p>\n

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  1. Reassured<\/strong> the customer he\/she is aware of the contact reason that the customer had already expressed.<\/li>\n
  2. Asked the customer to wait<\/strong> to get the information – which is good\u00a0 and necessary over the live chat. However by saying “please wait for a few minutes<\/em>” was not a good choice, in fact the customer replied a bit impatiently. \ud83d\udd25<\/span><\/li>\n<\/ol>\n