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potential cost of poor customer experience too large to ignore. And given that customer care is a primary experience touchpoint in a digital-first world, providing cludgy customer service on legacy channels ain’t gonna cut it. In fact, it could even be said that if you’re not offering conversational care, you’re late to the game.
Which is why many businesses are scrambling into new technologies, channels, and ways of communicating without fully baking their plan. But taking the time to get the basics right is critical to avoiding those poor customer experiences.
So what does it take to get them right? Essentially it boils down to making sure your messages are expected, timely, and relevant.
Keep it interesting. And actionable.
Between the dreaded wall microsoft power automate
of text and a garish line of nothing but emojis, lies content that, at-a-glance, entices your audience to engage. Making sure your messaging appeals to customers on different wavelengths helps you avoid what Christopher Hitchens called “the one unforgivable sin.”
So how do you keep your messages from being boring? Start by making your messages as interactive as reasonably possible. Make sure your copy includes a clear and distinctive call-to-action. Then, make sure it’s all wrapped up in a conversational tone and casual language.
The key is to make sure your brand identity shines while also sounding like you’ve sent a text message before. Some companies may see very little change in their brand voice, some may use the voice they adapted for social media, while others may have to develop a new interpretation of their voice for this context.
Keeping your audience’s trust
When your audience – whether egypt data
previous or potential customers – opted-in to hear from you, they communicated that they trust you to send them messages that are expected, timely, and relevant. Traditional, reactive customer service had a much more straightforward path to meeting that standard with highly transactional messages.
However, the modern customer experience has evolved the role of customer care into a more proactive function. This has led care leaders to focus on driving revenue and to using traditional marketing activities under the care umbrella. This change makes fulfilling the expected, timely, and relevant framework more complicated. But by respecting your customers time, providing value, and keeping your messaging interesting, you can help drive engagement with your proactive care efforts.
Want more insights into how to better connect to your customers with messaging?