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Best practice for conversational customer service

Here are 10 ways to make the most of conversational customer support – from adding new channels like WhatsApp to deploying bots and automation – and set your agents up for success.

Last updated July 19, 2022

According to the latest CX Trends Report, 70% of customers expect a conversational experience when dealing with companies. With the explosive popularity of messaging channels like WhatsApp and shifts towards Conversational CRM as the modern standard for customer experiences, it's no surprise that businesses and their customers alike love messaging: It's convenient, personal, scalable and seamless.

But what is conversational customer service?

In short, conversational customer service is where modern support channels, software and methodologies come together. Rather than treating customer interactions as one-off transactional tickets, a conversational approach treats these interactions as part of a longer, ongoing relationship where every ticket is really part of a connected, ongoing relationship. Customers aren't forced to repeat themselves and agents have the context they need to provide a personalised experience.

In this guide, we demonstrate how to create the best customer experience with conversational tools. We can tell you which channels to add, when to deploy bots, the best metrics to track and how to make sure your agents are up to speed. For more information on how to create better conversational customer service experience, download the guide below.