Customer Service: Serving Customers Through Chat and Text

Engage Customers on Their Channel

• The difference between chat and text

1. Do More Than Answer Questions—Solve Problems

• Ask probing questions
• Confirm the customer understands
• Know when to switch channels

2. Control the Conversation

• How to open and close the chat
• Handle delays with grace
• Cue the customer you're keeping track of the conversation
• Manage the length of your response

3. Blend Templates and Freetext

• Use templates in specific customer service situations
• Freetext to make chat efficient and authentic

4. Use a Conversational Tone

• Match the customer's level of formality
• Write in your company's brand voice
• Use emojis and abbreviations

5. Push Content That Boosts Sales and Provides Service

• Push links, videos, and self-service content
• Write customer service chat that sells

Conclusion

• Next steps