Guide | 1 min read

Best practices 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.

Published June 14, 2021
Last updated November 2, 2022

According to the latest CX Trends Report, 70 percent of customers expect conversational care experiences when dealing with companies. With the explosive popularity of messaging channels like WhatsApp and shifts towards Conversational CRM as the standard for modern 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 personalized experiences.

In this guide, we demonstrate how to create the best customer experiences 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 experiences, download the guide below.