Did you know?
- More than 50% of Millennials and Gen-Zers said they would much rather go to the dentist than get help with a customer service issue.
- 96% of customers are more likely to be disloyal to brands and 81% more likely to share negative word-of-mouth when they experience high-effort issue resolutions.
- 9 out of 10 consumers regard resolution as their most important customer service issue.
Translation: if your customer support reps are dropping the ball, you will pay with enraged customers, lost revenue, and negative publicity.
That’s why it’s crucial to constantly upskill them and equip them with tools to be better at their jobs.
Here are six ways in which Wordtune helps:
1. Multilingual writing
Use case: Multilingual teams
For non-native multilingual teams to save costs by outsourcing support workload abroad but improving their "native English" with Wordtune.
Our product is global and sells to every corner of the world. We constantly receive Support Chats from unexpected parts of the world in different languages. Scaling the team to cover every language wouldn’t be a smart way of doing business and would be a nightmare to manage.
We use Wordtune to not only understand the user’s request but to respond in a natural way without sounding automated.
2. Paraphrasing the customer’s message
Use Case: To let the customer know she was heard
Sometimes users can be hard to understand. Running their responses through Wordtune helps our agents understand their main points very quickly. The Wordtune “Shorten” tone and “Paragraph Rewrite” features are saving the team hours every week.
Let’s understand these use cases with examples:
3. Paraphrasing the agent’s message
Use case: for improved fluency and a higher level of English
Your support reps are supposed to be your resolution experts, not writing pros. As a result, they can sometimes slip up on language and fluency.
We use Wordtune to assist agents in improving fluency and sounding more personable by using Wordtune features like “Rewrite” and “Shorten.”
4. Different tones for different uses
Let's face it, writing reply after reply can drag along. It’s hard to keep an upbeat, personable yet professional tone with every single conversation, chat and email—especially after a long day.
Wordtune helps our team consistently sound as on-point as possible, increasing our CSAT rates radically.
When handling a frustrated user who wishes for a refund, we use the Formal tone to come across as professional as possible. When upselling, we use the Casual tone to sound as relatable and authentic as possible.
Let’s look at a few examples to understand this better.
Use Case: Frustrated customer requesting a refund
Use Case: Upselling
Use Case: Cross-selling
5. Increased clarity and conciseness
It’s hard for our agents to ALWAYS find the right words. Wordtune Rewrite, or any of the tones, can help us get our thoughts into the best words possible, and avoid back and forth with the customer and frustration.
6. For automation content to seem as human and personal as possible
We automate as much of our support as possible. Users absolutely love to be able to resolve their own questions and issues without waiting for a human to respond. However, Users hate having to deal with robotic words that seem faceless, cold, and dismissive.
Wordtune can turn this around! Our automatic Bots, Help Center articles, and Saved Replies have all been created with the help of Wordtune, and sound as personable and as relatable as a face-to-face conversation! The “Casual” tone is a winner for these situations!
Leveling up customer support
Now, more than ever before, we are in an era of relationships. Customers value relationships above all else—and reward prompt service with loyalty and advocacy. But that also means they expect more.
With Wordtune, we’ve been able to level up our own customer relationships. We’ve been able to equip our support representatives with the tools they need to do their job better and with a higher degree of flexibility.
This article was co-written with Wordtune. Wordtune didn’t write the whole piece. Instead, it contributed ideas, suggested rephrasing alternatives, maintained consistency in tone, and of course - made the process much more fun for the writer.