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Do you participate in our weekly Twitter chat? This is the place to continue the conversations, network with fellow chatters, and find recaps, topics and questions for upcoming chats.

How to Deliver More Conversational Service Messages in this topic - RSS

ericamarois
ericamarois
Moderator
Posts: 102


3/27/2018
ericamarois
ericamarois
Moderator
Posts: 102
Customers today expect service in their channel of choice, at a time that's convenient for them, and without hassle. Over the last several years, industry experts have talked about the importance of delivering seamless omnichannel customer experience. The truth is, our customers don't think of their interactions in terms of a channel. What if we thought of every touchpoint as part of a conversation? Let's discuss today at 1:00 ET!


Here are our questions:


Q1: How can you train agents to notice and adapt to a customer's tone/behavioral signals?

Q2: What are some simple, cost-effective ways to deliver more personalized service?

Q3: What are some ways to leverage IVR more intelligently? #ICMIchat

Q4: If you have to move a customer from one channel to another, what's the best way to initiate the handoff? #ICMIchat

Q5: How can contact centers rethink scripts to encourage more conversational interactions? #ICMIchat

Q6: What channel(s) do brands need to start using to interact with customers? #ICMIchat

Q7: What's the best way to collect and respond to customer feedback? #ICMIchat

Q8: What are some small gestures companies can make to build rapport with customers? #ICMIchat


To participate, join us on Twitter using the hashtag #ICMIchat.

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Erica Strother Marois
Community Strategist, ICMI
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arsh_1011
arsh_1011
Posts: 6


4/1/2018
arsh_1011
arsh_1011
Posts: 6
As Microsoft's Bill Gates once said, "Your most unhappy customers are your greatest source of learning."
It's the customer satisfaction that matters & every single feedback comes with the ideas that a customer is looking for a better product or service.


Here's a blog detailing more about the importance of customer feedback- https://www.callcenterhosting.in/blog/customer-feedback-drives-call-center-success/
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