6 Ways to Use Wordtune for Customer Support Teams

January 19, 2023
Updated: Jan 22, 2023
6 Ways to Use Wordtune for Customer Support Teams

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.

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. 

Learn more about Wordtune for customer support teams >

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:

Customer's Message:

I recently purchased a new phone from your company and have experienced several issues with it, including poor battery life and a freezing screen; I have tried troubleshooting, but the problems persist.

Support Rep's Message:

I understand your frustration.

Support Reps Message (with Wordtune):

I understand that your new phone has poor battery life and a frozen screen and you’ve tried troubleshooting but the problems persist.

Written using Wordtune's "Shorten" feature

Customer's Message:

Can you offer me a discount on a new phone or monetary compensation for my frustration? I have been a loyal customer for many years and hope that you can help resolve this issue.

Support Rep's Message: That’s not possible. 

Support Reps Message (with Wordtune): I understand you’d like to be offered a discount or compensation but that’s not possible right now. Here’s what I can do instead.

Written using Wordtune's "Shorten" feature

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.” 

Here’s how:

Support Rep's Message:

My observation after reading your message is that you appear to be seeking a discount on a new phone in return for the problems.

The issue with the message: This message is unclear.

Support Rep's Message (with Wordtune):

According to your message, you are seeking a discount on a new phone.

Written using Wordtune's "Shorten" feature

Support Rep's Message:

If your phone is damaged or malfunctions in any way during the warranty period which is of one year we will be delighted to assist you with the replacement of your device.

The issue with the message: This message is unclear.

Support Rep's Message (with Wordtune):

We will be delighted to assist you with any replacement of your phone if your phone is damaged or malfunctions during the warranty period.

Written using Wordtune's "Shorten" feature

Support Rep's Message:

We do not offer discounts for performance problems, nor do we offer compensation for performance problems.

The issue with the message: The message is a bit rude and repetitive.

Support Rep's Message (with Wordtune):

Performance problems are not subject to discounts or compensation.

Written using Wordtune's "Formal" feature

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

Customer's Message:

I am extremely disappointed with the product I received from your company. Not only did it arrive damaged, but it also did not function properly when I tried to use it.

I am requesting a full refund for the product.

Support Rep's Message:

Sorry for the disappointing experience.

Support Rep's Message (with Wordtune):

Please accept my sincere apologies. 

Written using Wordtune's "Formal" feature

Use Case: Upselling

Support Rep’s Message:

Hey [Customer Name]! Our systems show you’ve submitted 2 support tickets in the last month about automating certain parts of your task.

Support Rep's Message (with Wordtune):

Hey [Customer Name]! You have submitted two support tickets regarding automating certain tasks in the last month, according to our records.

Written using Wordtune's "Casual" feature

Customer's Response:

Hmm, interesting. I spend a lot of time trying to automate and this is certainly a benefit.

 Support Rep’s Message:

Great. I can assist you with information about our automation features.

Support Rep's Message (with Wordtune):

Great. I can help you out with the automation stuff.

Written using Wordtune's "Casual" feature

Use Case: Cross-selling

Support Rep’s Message:

We're glad you're considering our new smartphone. Did you think about getting a protective case?

Support Rep's Message (with Wordtune):

Hey, we're glad you want to check out our newest smartphone. Have you thought about a protective case?

Written using Wordtune's "Casual" feature

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.

For example:

Customer's Message:

I’d like to request a refund or replacement due to the issue of performance with my phone. 

This is unacceptable.

Customer Rep's Response:

Upon receipt of a product that is defective or malfunctioning, we do not offer refunds or replacements performance or functionality. We are the sellers, not the manufacturers. 

For performance issues, you need to contact the manufacturer.

The problem with the message: It's long and confusing.

Support Rep's Message (with Wordtune):

We do not offer returns or replacements of defective or malfunctioning items once they are received. We are the seller, not the manufacturer.

Written using Wordtune's "Shorten" feature.

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. 

Learn more about Wordtune for customer support teams >

P.S.
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.

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