Best practices for conversational customer service

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.

Determine your messaging staffing needs

Use our staffing calculator to help your team operationalize your messaging channels.

Disclaimer: The above formula should be used as a guide—it shouldn’t replace a typical workforce management staffing calculator. Teams will also need to consider factors such as breaks for agents, multiple shifts, and different customer requirements.