Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

Upcoming Events

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

INCREASE MOTIVATION - WHAT DRIVES YOU CRAZY AT WORK!

10 BEST PRACTICE IDEAS FROM AWARD WINNERS - Episode 1

Outsourcing - Tips & Best Practices

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : 5 Tips for Adopting the Right Tone of Voice for Messaging

Senior Director of Marketing at RingCentral Engage Digital
RingCentral, Inc.
Add Contact

#contactcenterworld, @ringcentral

Author: Julien Rio, Head of Marketing at RingCentral Engage Digital

A crucial component of a brand’s identity is tone of voice. As part of a company’s communication materials, the formality and cadence of words are important to deliver your message to customers. Having consistency with a tone of voice becomes part of the identity and is essential for unifying communications.

Companies that communicate across a number of channels in written form are increasing quickly, particularly with the growth of digital. Developing a consistent tone of voice can support and strengthen this. Communicating by email is not the same as messaging and the new norms in the way we communicate reflect this.

1/ Start a conversation

The era of conversation is upon us and thanks to the advent of digital channels, messaging is now the primary focus. Gartner says that conversational interfaces "enable interactions between companies and customers. They mimic human dialogue and do so at scale." One of the major trends for businesses is the rise of conversational commerce, which allows customers to complete purchases within messaging apps.

The format of messages should be adapted to the norms of messaging apps: customers do not want to receive emails copied/pasted within a messaging app. Messages should be kept short and split into multiple blocks if they are long.

The conversational mode means that brands can get quick feedback, helping to send shorter messages. For example, instead of asking a long list of questions, they can send them progressively and adapt the flow to the customer’s answers.

2/ Benefit from messaging rich features

A major advantage of messaging channels is the integration of features such as file sharing, live location, and voice messages. These are used in personal communications and streamline customer interactions. For example, when a customer is faced with a product issue, they can easily send a picture, instead of describing it.

Another common request is to find the closest branch (of a retail store, bank, restaurant). Rather than trying to find the address where it is and type it, the customer can simply press the live location button and the agent will then suggest the nearest location.

Messaging can display a welcome message (shown before the customer sends a request) or send automatic replies. These can be used to communicate the customer service opening hours or confirm the message reception, with the expected response time. These features help maintain the conversation and provide instant feedback.

3/ Align the tone for your brand

While a less formal tone can be adopted on messaging channels, it should stay consistent with the brand identity. If a company is used to talking in a very formal way but uses a very casual tone on messaging channels, it will be confusing for customers. For example, when talking to a bank or luxury brand via messaging: customers will appreciate having a conversation with fewer formalities (simpler sentences, shorter greetings…) than via email, but they still expect a certain level of formality. They would probably be surprised if these brands were talking to them as if they are friends.

A good practice for defining the tone, that applies to any channel, is to keep in mind the target audience. If a business is only talking to Millenials, it makes sense to talk the same language as them, using their first name and emojis for example. Companies like McDonald’s are even developing this tone of voice in their advertising, by launching campaigns only based on emojis, to talk the same language as their target audience.

4/ Enable agents and train to use the right

Agents are an essential part of any contact center and therefore they are the ones you need to help provide the right tone while aiding customers. In written communication on digital channels, they should be trained to know the different nuances that are used compared to talking on the phone. It is of great benefit in this instance, to employ agents with digital skills.

The real challenge is to train agents with a certain degree of empowerment. Companies need to implement the defined tone of voice with a balance of guidance and autonomy. The more natural the conversation flows between agent and customer, the more likely the relationship will strengthen. To do this, it is necessary to stay far from the obsolete practices of traditional channel management and move into the omni-digital age.

5/ Design chatbots using your tone

An essential part of messaging channels today is chatbots. On Facebook Messenger alone, there are more than 300,000 chatbots currently active.

Despite the fact, they are relatively new for customers. Brands should consider informing customers whether or not they are interacting with a chatbot. This makes sure that the customer experience is not diminished and confusion is avoided. Reinforcing this case is that 59% of customers want chatbots to make it clear that they are a bot. It is not uncommon for customers to receive a welcome message indicating that a bot is involved, by giving it a name and introducing itself as: "Hi, I’m M, your personal assistant".

It is important to keep in mind during the chatbot implementation, that customers will interact with both a chatbot and an agent within the same conversation. This means that the tone of each party should be aligned to some extent. For example, if an agent is using a casual tone, chatbots should adopt the same style of language.

Conclusion

Messaging for customer service requires companies to implement a number of changes to their strategy. These channels are a great possibility to strengthen the connection with customers, by being better aligned with their everyday habits. Rather than replicating processes from other channels, companies can take advantage of messaging specificities to maximize customer satisfaction and create more personal conversations.

#contactcenterworld, @ringcentral


About RingCentral, Inc.:
Company LogoRingCentral is a publicly traded provider of cloud-based phone systems for businesses. It is headquartered in Belmont, California and has offices in Denver, Colorado; Manila, Philippines; Xiamen, China; St. Petersburg, Russia and Odessa Ukraine.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Back To The Basics

Read today's tip or listen to it on podcast.

Published: Wednesday, March 18, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 259 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =