Book description
Digital customer service is becoming more widely adopted, but one place it falls short is in the language and phrases it uses. Many digital service platforms use words that alienate customers rather than engage them; selecting customer-centric language for chatbots and service platforms can make a significant difference in customer satisfaction.Product information
- Title: How Should Companies Talk to Customers Online?
- Author(s):
- Release date: November 2018
- Publisher(s): MIT Sloan Management Review
- ISBN: 53863MIT60209
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