Conversation History in Digital Customer Service Interactions
Ever met a person who can’t remember your name, or how you met, or who you are? Even though you’ve been having a back and forth for days, weeks, or even months?
Now, imagine this awkward encounter taking place between a customer and a brand, on a very public forum: social media.
73% of people say valuing their time is the most important thing a company can do to provide them with good service (Forrester), and for Melita Amore from a global job board (SEEK), acknowledging a brand’s shared history with someone is crucial.
Getting the context right means you can respond in a personalized way and shows you’ve taken the time.
Melita Amore, SEEK
To help understand this context, a global job board (SEEK) use the History Column in Lexer to see a comprehensive timeline of previous engagements.
This feature allows agents to answer key questions like:
- What has the person said before?
- How did the team respond, and who responded?
- Has their experience of the brand been a positive or negative one so far?
- What internal case-notes have been left on this person?
This information helps deliver a genuine and contextualized response that:
- Acknowledges shared history
- Evades double-ups
- Boosts brand advocacy
Train your agents to use conversation history to their advantage, the upside of a poor customer experience and inquiry is that you understand more about that customer than others. Lexer Engage provides full conversation history across all integrated channels in your single inbox to a human profile.
If you enjoyed this article, you might also like to read our other CX focussed resources:
- How to establish impactful CX reporting practices
- Essential workflow tips for delivering an A+ customer experience
- Unpacking the importance of conversation history in CX interactions
- Resourcing your customer service teams for the win!
Ready to level-up? Download The 2019 CX Playbook, the ultimate resource and guide for CX professionals looking to level-up their customer engagements across owned social media.
During a recent global review of brands using Lexer, we have identified the essential steps to establishing a world-class workflow that improves the customer experience while saving time and money. Whether it’s setting your brand’s tone of voice, reporting or collecting customer data and accessing important customer history, this guide will step you through these essentials and show you how to implement them across your business.