A marketer’s guide to digital customer support: How to get conversational without getting invasive

People are accustomed to instant replies through messaging apps, email and social media. In today’s omnichannel world, any effective customer service strategy must account for the sprawling variety of support channels that are now available to customers.

Successful brands know that they need to understand the full picture, and see their customers as people — not as support tickets in a queue. Through conversational customer service, brands can engage directly with their consumers, solidifying relationships and winning repeat business.

In this guide you will learn:

  • How to let customers reach your brand on through their preferred method of support, whether that’s email, live chat, Facebook Messenger, Twitter or another option.
  • How an omnichannel customer service system can optimize your team’s time and workflow
  • How a support environment that allows for a 360-degree view of the customer enables better relationships
  • Tips for building rapport with customers through personal, friendly interactions

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