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What is a conversation?
Conversation is a discussion with someone about a particular subject.
A customer conversation is a thread of messages exchanged with a customer representative. A conversation can occur in the form of chat conversation, email conversation, or a simple phone conversation. Additionally, you can also create conversations (a.k.a. Tickets) through Facebook private messages or Tweets.
How to talk to your customers:
- Greet them
- Introduce yourself
- Be polite
- Be confident
- Lead the conversation in the right direction
- Let them know you will help them
- Say sorry, when needed
- Be patient
- Proactively listen
- Give them factual information
- Do not interrupt the customer unless necessary
- Be positive
Example of a good and bad customer conversation:
BAD: We do not provide this feature.
GOOD: Although we currently do not have this feature, we are glad to hear from you. Whenever we make any improvements, we always strive for customers’ opinions/insights like yours.
Tips for handling a mad customer:
- Be calm
- Show empathy
- Do not take it personally
- Apologize for the inconvenience
- Repeat/summarize your customer concerns. It shows that you are proactively listening. It can also clarify the issue the customer is experiencing.
- Explain the steps you are going to take
- Give different options as a solution – let the customer choose
- If you promise the customer something, make sure to follow up
It is so much easier to be nice, to be respectful, to put yourself in your customers' shoes and try to understand how you might help them before they ask for help than it is to try to mend a broken customer relationship.
What are the types of customer dialogue?
The dialogue usually occurs between a customer representative and a customer.
The classic type is the in-person dialogue. Yet, there are other important forms of dialogues.
Here are some types of dialogue:
- Over the Phone
- Over the Email
- Via Social Media
- Via Live Chat
The company should consider the proper approach for each type. More importantly, the company should be accessible on each platform.
How to start a conversation with a potential customer?
Here are few conversation starters:
- ask an unrelated question (no sales pitch)
- ask about their work/interests
- compliment them
- comment about weather
- ask about their plans for the weekend
How to improve your customer conversations with customer service software?
Customer conversation should be smooth, prompt, and personal. Customer service software improves your agents’ daily activities, a.k.a customer inquiries. The software, such as LiveAgent, can help your customers and agents in many ways.
Features you can use to have better customer conversations:
- Use canned messages
- Use predefined answers
- Add GIFs
- Add links
- Refer the customer to a knowledge base article
- Use stored customer data for smooth, fast and easy conversation
Customer service software increases your sales, customer retention, and customer satisfaction.
Try out LiveAgent for FREE
Handle all customer inquires from one interface and start improving your customer service with a 30-day free trial right away.
Learn how to communicate with your customers better
LiveAgent is not only an effective and efficient help desk software for engaging with customers in conversations, but it also offers a comprehensive and advanced ticketing tool. With LiveAgent, businesses can quickly and easily respond to customer inquiries with providing a seamless customer engagement experience. Its detailed analytics further enable brands to monitor agent performance and customer satisfaction. By leveraging the LiveAgent solution, businesses can ensure that customers receive the best possible service, improving customer service and enhancing the overall experience of their customers. When it comes to choosing the best ticketing tool and help desk for your business, LiveAgent is the ideal choice to consider.
Topics
- importance of communication with customers
- use of Amazon as an example for good communication
- importance of personal communication and providing contact information
Video summary
The video discusses the importance of good communication with customers, using Amazon as an example. The speaker shares a story about a B2B company that had success with communication. The story highlights the importance of frequent communication, providing information about orders and shipping. The speaker emphasizes the importance of personal communication, providing contact information for customers. The video concludes by emphasizing the importance of communication for building customer confidence and credibility.
Frequently Asked Questions
How do you chat with customers. with examples?
Customer chats can be efficiently handled through platforms like social media, live website chats, or customer service chat tools. Professionalism, active listening, and prompt, accurate responses are crucial. Effective chat interactions involve acknowledging customer issues with personalized responses, suggesting suitable products or services, asking open-ended questions to grasp customer concerns, and post-resolution follow-ups. These strengthen the customer rapport while offering personalized assistance.
What is a conversation?
Conversation with the client is the message that is exchanged between the client and the agent. In customer service, such a conversation can take several forms. It can be run via chat, e-mail, telephone and also social media.
How can you check conversations in LiveAgent?
You can check conversations with clients in LiveAgent on each specific ticket. Conversations are also archived, so you can access conversations that have already been made. Depending on their permissions, individuals may only have access to their own conversations or also to those of other agents.
Does every conversation have a corresponding ticket created?
Each conversation (if it is conducted in a different thread) has a separate ticket created. If a customer contacts in the same thread this is presented as one ticket.
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Expert’s note
Expert’s noteEffective communication is vital for exceptional customer service. Invest in the right tools and training to ensure every conversation counts.
