Practicing positive customer service language
Your customer support team is your biggest asset. They are the empathetic humans you rely on to provide excellent customer service, so make sure they’re up-to-date on your brand’s tone of voice and provide them with template responses to common problems that use best practices for customer service language.
Better yet, instead of letting your team get bogged down by answering the same repetitive inquiries over and over (you don’t need much of a human touch to answer questions about a delivery date or how to change a phone number a hundred times a day), review your most common inquiries and determine where a virtual agent could be helpful in answering your customers’ FAQs.
While a virtual agent can’t replace the empathy and creativity of your human agents, the capabilities of CX automation have drastically increased with the dawn of generative AI – the technology that powers ChatGPT. By connecting with your existing knowledge base, virtual agents that utilize generative AI can instantly and seamlessly mimic your brand tone of voice, regional language variations, and more.
Automating your more repetitive tasks in this way will also allow your human agents to focus on more challenging cases, and they can give the empathetic customer support they were hired to provide.