How Should Companies Talk to Customers Online?

The words service agents use to engage customers often end up backfiring.

More and more consumers are engaging with customer service through digital channels, including websites, email, texts, live chat, and social media. In 2017, only half of customer experiences with companies involved face-to-face or voice-based interactions, and digital interactions are expected to represent two-thirds of customer experiences within the next few years.1 The vast majority of customer service interactions around the world begins in online channels.2

Despite the convenience and speed of such interactions, they lack some of the most important aspects ...

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