The Difference Between Conversational and Transactional Support
What’s best for the needs and wants of your customer base?
Do you know what is universally hated by humans all over the world? Taking a number. Whether it’s at the deli counter or the DMV, “taking a number” usually implies you’ll have to wait for a significant amount of time and be treated with little to no empathy. Unless your brand is aiming to be more like the DMV (which we hope isn’t true!), it’s time to stop treating your customers like a number and provide more interaction.
The ideal way to do so is through conversational support. Customers aren’t just another email to clear from the queue. Behind your support tickets are real people, each with their own set of needs, frustrations and history. Successful brands are beginning to realise that they need to support the full customer — not just the ticket in front of them.
Rid your customer service team of the typical transactional support funnel with customers, and instead lead with personalised interactions. According to Kustomer research, 85% of consumers would avoid a brand due to bad customer service, but 59% of consumers are willing to pay a premium for a brand known to provide outstanding customer service. Conversational support helps you to move in a more positive direction.
Transition to conversational support and provide an experience that’s seamless on the customer’s end. Give your customer base support, whenever and wherever they are. By making it simple for them to reach you, you’re already clearing the first hurdle they likely expected to encounter. Find ways to take a more modern approach to customer service and provide an optimal customer experience.
Check out the infographic below to learn the conversational difference, and why brands must adopt conversational support to deliver a world-class experience.
