From the course: Customer Service: Serving Customers Through Chat and Text
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Freetext to make chat efficient and authentic
From the course: Customer Service: Serving Customers Through Chat and Text
Freetext to make chat efficient and authentic
- If you text or chat with customers, sooner or later one of them will as you if you're human. Customers have suffered through frustrating, robotic customer service interactions so often that they're suspicious. Well, you are human. And one of the best ways to show you're human and that you care about your customers is to free text your responses. Well-written chat and text conversations are hand made. They're built of free-texted responses that suit the customer's topic and mood. Here's an example. The customer is chatting in to the art supplies store to complain about the set of colored pencils he bought. The agent could use a chat template, "I am sorry to hear about this issue, I'd like to help." But, he wisely chooses to free text a bit instead. By free texting the details of the problem in his response, instead of using the generic term "this issue," from the template, the agent demonstrates that he knows what the…
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