Tag: Soft skills

5.3
Chapter 5: The conversation roadmap

The Value of Emotional Connection

Emotional Shopper

Generation X expects it, Millennials (Generation Y) expect it. Generation Z expects it. And Relational Shoppers of all generations will metaphorically stand up and leave your online shop if they don’t get it.

We’re talking about The Human Conversation: a real-time, personalized, super-friendly, and effective service interaction which bridges the digital/human divide and creates a strong emotional connection with your customers.

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5.4
Chapter 5: The conversation roadmap

The 10 Steps of Human Conversation

The Human Conversation

There are lots of good resources on live chat etiquette. However, The Human Conversation offers a ten-step approach to help step up the soft skills of your support team.

By following our guide to The Human Conversation you will be able to reap maximum customer satisfaction and loyalty benefits from your service conversations — in the most cost-effective way possible.

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5.5
Chapter 5: The conversation roadmap

The Roadmap To Great Conversation

The Human Conversation

You should aim to deliver fast, effective support consistently, across every channel.

In this section of our guide you’ll find a roadmap to managing and deploying great support conversations for your web store. With this roadmap, you’ll improve customer satisfaction and loyalty and lower support costs too — no matter which stage of business you are in.

Nine times out of 10 your channel strategy will revolve around e-mail, phone, and live chat — your customer’s preferred channels.

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