Messaging apps are at the core of conversational commerce, marking a new and personalized way for brands and customers to engage with one another. Since messaging is already a mode of daily communication for many people, brands are able to capitalize on the natural appeal and familiarity of such apps as well as SMS for reaching more customers and optimizing service and sales experiences. However, one might ask just how casual brands should be on such channels: on one hand, messaging is usually lighthearted and friendly in personal communications, yet brands need to be professional in tone without being too severe, either. Here are six tips for optimizing messaging communications for natural and appealing customer service.
Understanding customer profiles is key to communicating better with them. Is the customer in question a millennial interested in tech or fashion products? Or perhaps the customer is a baby boomer looking to switch cell phone carriers? Brands should make an effort to identify customers individually and adopt a tone that best fits the customer’s interests and personality, paying close attention to the kind of language the customer uses during each conversation.
Agents should always humanize the experience by introducing themselves in a friendly manner. It’s also important to ask for the customer’s name, followed by a simple greeting asking how the agent might be of service. Messaging communications are all about establishing a conversational tone.
Carrying a conversation involves asking good questions. In customer service, agents always need to ask questions not just to assist customers better but also to make sure they understand. Be sure to ask detailed questions when a customer is researching a product, check for understanding after explaining a technical issue, and simply ask if you can assist further before the end of a transaction.
A proactive attitude is always important in customer service, but listening to the customer is equally critical. Messaging should be a two-way conversation, not just a chance for a brand to make consistent marketing offers or overwhelm a customer with information. Take the time to listen to what the customer wants, and keep the conversation balanced and focused.
Long texts can be overwhelming, so it’s always best to break down responses into a series of shorter texts. If an agent needs more time to research a question, it’s important to keep the dialogue going with short phrases that keep the customer informed and engaged. Keep information concise and to the point, remembering to value the customer’s time.
Generally speaking, slang is not the best idea in customer service. Some millennial-targeted brands may take on a light tone to connect with younger customers, and this can be the best strategy for them. However, using phrases that customers may not understand can isolate them completely, so be careful. The same is true for emoticons: they may be wildly popular in personal communications, but limiting their use to simple smiley faces is usually the wisest move.Messaging communications are ideal for engaging with customers in a natural way while giving them the professional service they desire. By following these tips, your customers will benefit from a truly personalized, efficient, and authentic experience. As a global leader in cloud-based contact center software solutions for customer service and sales, Vocalcom chose to integrate Facebook Messenger, Telegram, WeChat, Viber, Kik, and conversational SMS into its cloud contact center platform to evolve into a premium conversational commerce platform for delivering optimum customer experiences.
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