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
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Frequently asked questions
What is a conversation?
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.
Expert note
Effective communication is vital for exceptional customer service. Invest in the right tools and training to ensure every conversation counts.
Customer relationship is paramount for business success, with good customer relationships leading to benefits such as customer retention, satisfaction, brand awareness, and competitive advantage. Effective communication and personalization of customer experience, even on multiple platforms, are key to building and improving customer relationships. Customer service software can aid in managing customer inquiries and engagement on various platforms, while customer interaction management software enables businesses to collect data and improve customer interactions. Effective customer service communication, which can be achieved through live chat communication tools such as canned responses, names, emojis, and auto-translation, can help retain customers and promote brand loyalty. Companies must ensure they have well-trained staff with the right communication skills to quickly resolve customer complaints. Help desk software is also an effective solution for managing customer communication across various platforms.
The article discusses the importance of customer service and how it can be achieved through understanding the client, building an emotional bond, collecting feedback, developing employees, and automating tasks. It also provides related resources and information about the LiveAgent platform. The article ends with a message about the website's use of cookies.
What is Customer Communication?
Customer communication, which involves exchanging information between a business and a client, is crucial for effective customer service. There are different platforms for customer communication such as email, phone, and live chat. It is essential to have well-trained sales teams with the right communication skills to quickly resolve customer complaints. Effective customer service communication can help retain customers and promote brand loyalty. However, live chat communication can be challenging to get right, and businesses need to avoid common mistakes to meet customer demands. Implementing tips such as the use of names, emojis, canned responses, and live chat auto-translation among others can help improve customer satisfaction. Help desk software can also be an effective solution for managing customer communication across various platforms.
