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How Should Companies Talk to Customers Online? /
Digital customer service is becoming more widely adopted, but one place it falls short is in the language and phrases it uses. Many digital service platforms use words that alienate customers rather than engage them; selecting customer-centric language for chatbots and service platforms can make a s...
| Auteurs principaux: | , , |
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| Collectivité auteur: | |
| Format: | Électronique eBook |
| Langue: | Inglés |
| Publié: |
MIT Sloan Management Review,
2018.
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| Édition: | 1st edition. |
| Sujets: | |
| Accès en ligne: | Texto completo (Requiere registro previo con correo institucional) |
| Résumé: | Digital customer service is becoming more widely adopted, but one place it falls short is in the language and phrases it uses. Many digital service platforms use words that alienate customers rather than engage them; selecting customer-centric language for chatbots and service platforms can make a significant difference in customer satisfaction. |
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| Description matérielle: | 1 online resource (14 pages) |