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IntercomProblem & solution
More Than Support Tickets: You Need Customer Conversations
Summary
Outdated support ticketing models depersonalize customer experience, treating them like they are waiting in line at the DMV. The article by Ruairí Galavan advocates for conversational support where every interaction is a personal one-to-one conversation that builds relationships. Ten guidelines are provided: talk like a human using first names, personalize saved replies, explain with gifs or phone, never blame the customer, use emoji, employ an invitational exit, know the product thoroughly, make resolution the goal, never assume technical knowledge, and proactively answer follow-up questions. Agents should show rather than tell using gifs, maintain a human tone even after the issue is resolved, and never make customers feel like a support ticket. Businesses that do not adopt this personal approach risk losing customers to competitors who already have.
Approach / What changed
Implement 10 conversational support guidelines: talk like a human, personalize each response, explain with multiple media (gifs, phone), never blame the customer, use emoji and gifs, employ an invitational exit that invites further questions, know the product inside out, make customer satisfaction the goal, never assume technical knowledge, and proactively answer likely follow-up questions.
Takeaways
Ticket-based support makes customers feel like they are waiting in line and depersonalizes the experience.
Using emojis and gifs in support conversations can break down barriers and make communication faster and more expressive.
Support agents should never assume a customer’s knowledge level; they must tailor explanations to each individual.
FAQ
How can customer support feel more personal?
Address customers by their first name, use a friendly and natural tone, personalize saved replies, and use emojis to reinforce the human element.
Why should support agents never blame customers?
If a customer cannot use the product, it is the product's fault. Blaming the customer creates a subpar experience and damages the relationship.
What is the invitational exit?
End every support conversation by inviting customers to ask more questions and confirming whether their issue was resolved, so they never feel dismissed.
Source and freshness
- Source
- intercom.com
- Published
- Added to Yomu
Summaries are generated from the original by a language model. Check the original before relying on it.
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