{"id":38829,"date":"2024-10-08T06:49:38","date_gmt":"2024-10-08T04:49:38","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=38829"},"modified":"2024-10-08T06:49:40","modified_gmt":"2024-10-08T04:49:40","slug":"why-contextualizing-conversations-is-key","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/","title":{"rendered":"Why contextualizing conversations is key"},"content":{"rendered":"

Picture your average working day: I bet that you handle dozens of interactions through a vast array of channels. Regardless of they are with external or internal customers, make sure that your interlocutors are aware of the scenario and actions (taken or to be). Otherwise both of you will have doubled efforts and interactions! That’s why in digital customer conversations contextualizing is\u00a0key<\/strong>: here’s how to take advantage of it.<\/p>\n

Are you introducing the scenario?<\/strong><\/h2>\n

First off, let’s focus on the verb ‘to contextualize<\/em>‘. Amongst many available definitions, I picked Britannica Dictionary’s because it’s clear and straight to the point: “[…] to think about or provide information about the situation in which something happens”<\/em>. To this excellent one, I’d just add “in a timely fashion<\/em>” because when it comes to digital conversations, timeliness is vital to deliver great customer experiences. In fact, the moment of truth takes place when a customer service agent involves another colleague<\/strong> – working the same or other department – in order to get customer’s issue fixed<\/a>. See a visual example from an email conversation below.\ud83d\udc47<\/p>\n

\"Email<\/h3>\n
Image credit: Helpscout.com<\/em><\/h6>\n

Now consider that in the above example the first customer service agent has just forwarded the message to the colleague (Nick) without contextualizing the scenario. Therefore Nick’s may ask himself: “why am I getting involved?” “what’s in it for me?” Which are definitely not the best presuppositions in a business conversation.<\/p>\n

\ud83d\udca1Important.<\/strong> Whenever typing a message, make sure to introduce clearly both contextualization<\/em> and intent <\/em>in your first 10-15 words. By doing so, the other person will read carefully the rest of the content and your message will become way more effective:<\/strong> because you’re fostering co-operation and proactively preventing redundant questions\/interactions!<\/p>\n

How to leverage contextualization<\/strong><\/h2>\n

A few weeks back I was in south of Italy delivering a training session<\/a> focussed on leveraging contextualization within client’s digital customer conversations over Email and Whatsapp. Since I had previously carried out an assessment\u00a0on their conversations, I could customize training exercises on customer’s most frequently asked topics. Then, we could also delve into the emotional facets that lie behind words and expressions that make or break customer experience.<\/p>\n

Curious to learn more about my method? Just drop me a line<\/a>.<\/p><\/blockquote>\n

Have great conversations.<\/p>\n

Image credit: Unsplash.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Picture your average working day: I bet that you handle dozens of interactions through a vast array of channels. Regardless of they are with external or internal customers, make sure that your interlocutors are aware of the scenario and actions (taken or to be). Otherwise both of you will have doubled efforts and interactions! That’s […]<\/p>\n","protected":false},"author":3,"featured_media":38888,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[781,853],"class_list":["post-38829","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-customer-experience-2","tag-digital-conversations"],"yoast_head":"\nWhy contextualizing conversations is key - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Having digital conversations with internal or external customers are you contextualizing? Otherwise you double your efforts and interactions\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why contextualizing conversations is key - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Having digital conversations with internal or external customers are you contextualizing? Otherwise you double your efforts and interactions\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2024-10-08T04:49:38+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-10-08T04:49:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/10\/contextualizing-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Paolo Fabrizio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paolo Fabrizio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"Why contextualizing conversations is key\",\"datePublished\":\"2024-10-08T04:49:38+00:00\",\"dateModified\":\"2024-10-08T04:49:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/\"},\"wordCount\":383,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/10\/contextualizing-1.png\",\"keywords\":[\"customer experience\",\"digital conversations\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/\",\"name\":\"Why contextualizing conversations is key - Customer Service Culture\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/10\/contextualizing-1.png\",\"datePublished\":\"2024-10-08T04:49:38+00:00\",\"dateModified\":\"2024-10-08T04:49:40+00:00\",\"description\":\"Having digital conversations with internal or external customers are you contextualizing? Otherwise you double your efforts and interactions\",\"breadcrumb\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#primaryimage\",\"url\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/10\/contextualizing-1.png\",\"contentUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/10\/contextualizing-1.png\",\"width\":800,\"height\":400},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/customerserviceculture.com\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Why contextualizing conversations is key\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/customerserviceculture.com\/#website\",\"url\":\"https:\/\/customerserviceculture.com\/\",\"name\":\"Customer Service Culture\",\"description\":\"Conversations that sell\",\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/customerserviceculture.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":[\"Person\",\"Organization\"],\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\",\"name\":\"Paolo Fabrizio\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g\",\"caption\":\"Paolo Fabrizio\"},\"logo\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/\"},\"description\":\"Digital Customer Service Consultant, Trainer, Author, Speaker. Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, \u00e8 autore di libri tematici e speaker a convegni in Italia e all'estero. Lecturer all'Universit\u00e0 Bicocca di Milano\",\"sameAs\":[\"http:\/\/socialmediascrum.com\",\"https:\/\/www.linkedin.com\/in\/paolosocialcustomerservice\/\"],\"url\":\"https:\/\/customerserviceculture.com\/en\/author\/paolo-fabrizio\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Why contextualizing conversations is key - Customer Service Culture","description":"Having digital conversations with internal or external customers are you contextualizing? Otherwise you double your efforts and interactions","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/","og_locale":"en_US","og_type":"article","og_title":"Why contextualizing conversations is key - Customer Service Culture","og_description":"Having digital conversations with internal or external customers are you contextualizing? Otherwise you double your efforts and interactions","og_url":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/","og_site_name":"Customer Service Culture","article_published_time":"2024-10-08T04:49:38+00:00","article_modified_time":"2024-10-08T04:49:40+00:00","og_image":[{"width":800,"height":400,"url":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/10\/contextualizing-1.png","type":"image\/png"}],"author":"Paolo Fabrizio","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Paolo Fabrizio","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#article","isPartOf":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/"},"author":{"name":"Paolo Fabrizio","@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45"},"headline":"Why contextualizing conversations is key","datePublished":"2024-10-08T04:49:38+00:00","dateModified":"2024-10-08T04:49:40+00:00","mainEntityOfPage":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/"},"wordCount":383,"commentCount":0,"publisher":{"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45"},"image":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#primaryimage"},"thumbnailUrl":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/10\/contextualizing-1.png","keywords":["customer experience","digital conversations"],"articleSection":["Digital Customer Service"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/","url":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/","name":"Why contextualizing conversations is key - Customer Service Culture","isPartOf":{"@id":"https:\/\/customerserviceculture.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#primaryimage"},"image":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#primaryimage"},"thumbnailUrl":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/10\/contextualizing-1.png","datePublished":"2024-10-08T04:49:38+00:00","dateModified":"2024-10-08T04:49:40+00:00","description":"Having digital conversations with internal or external customers are you contextualizing? Otherwise you double your efforts and interactions","breadcrumb":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#primaryimage","url":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/10\/contextualizing-1.png","contentUrl":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2024\/10\/contextualizing-1.png","width":800,"height":400},{"@type":"BreadcrumbList","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-contextualizing-conversations-is-key\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/customerserviceculture.com\/en\/"},{"@type":"ListItem","position":2,"name":"Why contextualizing conversations is key"}]},{"@type":"WebSite","@id":"https:\/\/customerserviceculture.com\/#website","url":"https:\/\/customerserviceculture.com\/","name":"Customer Service Culture","description":"Conversations that sell","publisher":{"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/customerserviceculture.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":["Person","Organization"],"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45","name":"Paolo Fabrizio","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g","caption":"Paolo Fabrizio"},"logo":{"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/"},"description":"Digital Customer Service Consultant, Trainer, Author, Speaker. Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, \u00e8 autore di libri tematici e speaker a convegni in Italia e all'estero. Lecturer all'Universit\u00e0 Bicocca di Milano","sameAs":["http:\/\/socialmediascrum.com","https:\/\/www.linkedin.com\/in\/paolosocialcustomerservice\/"],"url":"https:\/\/customerserviceculture.com\/en\/author\/paolo-fabrizio\/"}]}},"_links":{"self":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts\/38829","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/comments?post=38829"}],"version-history":[{"count":61,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts\/38829\/revisions"}],"predecessor-version":[{"id":38898,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts\/38829\/revisions\/38898"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/media\/38888"}],"wp:attachment":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/media?parent=38829"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/categories?post=38829"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/tags?post=38829"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}