Who hasn’t had a customer service experience so terrible that they almost swore they’d never go back to the same brand again?
Imagine you are in a store, looking for a product, you approach a salesperson and ask if he can help you.
He looks at you with a bored face , answers in a cold voice and hands you a leaflet with product information.
You would definitely be discouraged and feel more disinterested, wouldn’t you?
Now imagine you’re in another store, looking for the same product. You approach another salesperson and ask if they can help you. They look at you with a smile, respond in an excited voice, and show you the product.
After that, he tells you more about the product and provides information about the features, advantages and benefits of the product, as well as indicating other similar products that may be even better.
Now answer: Which of these two experiences do you prefer? Which one makes you want to buy the product and return to the store?
The answer is obvious, isn’t it? The second experience is much more pleasant and satisfying than the first. And this is largely due to the type of interaction the customer is having with your brand.
According to a study by Emplifi , 63% of consumers will stop buying products or services from a brand they are loyal customers of if they have a single bad experience. This shows us how customer service is a decisive factor in customer loyalty and satisfaction.
And it makes us wonder: why do some companies still treat customer service as a formality, when in fact it could be an incredible opportunity to create genuine connections?
Read on to find out!
From traditional customer service to more personal interaction!
Customer service has evolved a lot in recent years.
Before, it was common to have to call a number, wait on the line, dial several numbers and speak to the Call Center.
Today, customers prefer to communicate with belgium whatsapp data companies through digital channels, such as WhatsApp and social media.
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These channels enable faster, easier and more convenient communication that adapts to the pace and preferences of consumers.
But how to do this in practice?
How can you turn customer service into a friendly conversation that generates trust, sympathy and engagement? It’s simple: With good interactions.
What are interactions and why are they important?
Interactions are ways of expressing feelings, emotions, opinions and personality through messages. They can be done in a variety of ways, such as:
- Use emojis, gifs , stickers, memes;
- By the way of speaking, using colloquial, informal keys to understanding retail media strategies: a growing business in marketing and natural language, which is similar to the way people speak in everyday life;
- Compliments, thanks, apologies and other ways of showing courtesy and respect;
- Ask and use questions, polls, quizzes, and other ways to encourage customer participation and feedback.
Interactions are important because they help create an emotional connection and closer ties with the customer, who feels valued, understood and entertained.
But it’s no longer just about solving problems, it’s about creating unique experiences that customers value and share.
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But how can we make this happen?
Well, here are the 3 essential pillars to convert messages into real results : the right moment, the golden opportunity and useful information.
3 essential pillars to convert messages into results: timing, opportunity and useful information
To use interactions strategically and intelligently, it is necessary china phone numbers to take into account three essential pillars: the moment, the opportunity and the useful information.
To use interactions strategically and intelligently, it is necessary to take into account three essential pillars: the moment, the opportunity and the useful information.
1. The moment
The moment refers to the context and situation in which the conversation takes place.
It is always important to know what the customer’s objective is, what their mood is, what their level of interest is and what their level of satisfaction is.
This way, your company can adapt the tone, style and content of your message to suit the moment.
For example, if a customer is making a complaint, it is not advisable to use humor or irony, as this may come across as offensive or disrespectful.
In this case, it is best to use formal, polite and friendly language that demonstrates understanding and shows that your brand is willing to find a solution. On the other hand, if the customer is giving a compliment, you can use humor, stickers, gifs and memes, as this can generate a connection.
2. The opportunity
Timeliness refers to the relevance and convenience of your message.
Here’s a golden tip: never forget to know the right time to send a message, what the ideal frequency is and what the customer’s preferred channel is.
You can ask them if they want to receive more information about what’s new in your store and what their interests are. This way, you can avoid being intrusive, annoying, or unwelcome.
For example: If the customer has just made a purchase, it is not advisable to send a message immediately afterwards offering another product, as this may seem opportunistic or insistent.
The best option would be to send a thank you, confirmation or review message.
3. Useful information
Finally, it is ideal to know what information the customer needs, wants or expects to receive, and how to present it in a clear, objective and attractive way.
This way, your company can avoid being vague, confusing or boring.
This applies when the customer is looking for specific information.
In other words, it is not advisable to send a long, complex message full of details, as this can generate impatience and that is not good at all.
Always try to send a short, simple, and direct message that answers customers’ questions or needs.
From offline to online: How can interactions improve your customer service?
One of the advantages of interactions is that they allow for more everyday communication, which resembles the way people converse in the real world.
To explore more everyday communication, you can use some techniques, such as:
- Use slang, expressions and other terms that are part of your audience’s vocabulary and culture;
- References, memes and jokes;
- Use emojis, gifs, stickers, etc.
Of course, this all depends on your brand positioning and the audience you want to reach. A B2B audience may not respond as well to very informal language, unlike a B2C audience , which can use these types of interactions very well to increase engagement.
Some examples of brands that know how to do this very well are: Netflix, iFood and Nubank.
Brands that use interactions to connect with their audience
To inspire your company to use interactions creatively and efficiently, check out some examples of brands that use interactions to connect with their audience and generate positive results.
1. Netflix
Netflix is one of the brands that stands out most in the use of interactions, especially on social media .
With this, the company uses a fun and irreverent tone that generates engagement and viralization.
Additionally, Netflix uses emojis, gifs, memes, and other visual elements to comment on its content and interact with its followers. When it comes to witty responses and understanding audience behavior, Netflix is a leader.
2. Nubank
Nubank is another brand that uses interactions intelligently and strategically, especially in messaging apps.
On Instagram, for example, the brand always takes advantage of commemorative dates to create posts that resonate with its followers and is always in the comments responding to people, even in the comments of complaints.
This shows how willing they are to help the consumer solve their problems and not sweep the dust under the rug.
3. iFood
iFood is another brand that uses interactions efficiently and strategically, especially on social media.
iFood also uses questions, polls, quizzes and other ways to encourage followers to participate, taking advantage of the hype surrounding certain topics, such as Big Brother.
Conclusion
You can see how interactions and appropriate language are ways to create unique experiences for customer service, right? Thus, transforming a simple conversation into a connection with the brand.