The majority of the inbound conversations are related to repairs. “When a customer reaches out, they’re really looking for help on a very specific problem, it could be functional or cosmetic,” states Kurt Duhn, Customer Service Manager for Warners’ Stellian. Either way, the customer support team is able to respond in a faster, easier way.
Internally, the customer support team is learning how to most effectively communicate using this new channel. The support team has learned that there needs to be a focus on written communication skills, such as succinctly responding and engaging without the use of slang or abbreviations, as well as determining when to transition from text or chat to speaking directly with the customer.
The ability to easily share photos and videos, which customers can use to explain their situation, has improved conversations. The customers can take a photo and quickly send it within the conversation to reduce some of the back and forth.