Apr 12, 2022
In General Discussions
Often in life, it's not what you say but how you say it that makes all the difference. This is even more true in a conversation with customer support, so having the right tone of voice for your business is extremely important. Once you understand how you speak to Latest Mailing Database your customers, the next challenge is aligning your team to ensure a consistent customer experience. At Intercom, we strive to maintain great relationships with our customers using conversational support. Conversational assistance is the modern way to resolve customer queries through digital-first messaging-based interaction. This means customers and agents can be connected in real time or asynchronously, and customers can stop and restart the conversation when it suits them, without ever losing context. It's called conversation because, well, it's more like an ongoing conversation: natural, easy, and convenient. It follows that we want to make sure that every time we talk to Latest Mailing Database a customer, we strike the perfect balance between friendliness, efficiency and help. How do we do that? With a simple six-step framework that helps us create consistency, maintain brand loyalty, and deliver personalized conversational support at scale. Measure our customer experience As a support team, we use a number of measures to ensure that we always exceed our high standards (and those of our customers). When it comes to measuring conversations, we have a peer review system in place, where each member of our customer support team systematically reviews their teammates' conversations. During an exam, conversations are graded on two main aspects: quality and tone of voice. “One of the biggest challenges for any growing customer-facing team is finding a method you can rely on to teach each new team member exactly how you talk to Latest Mailing Database your customers” Simply put, quality covers the accuracy and correctness of the answers provided. While we set the bar high for customer satisfaction and encourage our team to go above and beyond providing correct answers, this is a simple metric to break down and can be objectively assessed with relative ease. .Tone of voice, on the other hand, presents some challenges. As soon as you look at the approach your teammates take to providing these answers, objectivity is inevitably replaced by subjectivity.