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Session 102: How to Write Like a Human in an Age of Speed

Jeff Toister (President, Toister Performance Solutions, Inc.)

Leslie O'Flahavan (Principal, E-WRITE)

Location: Panzacola F1/2

Date: Wednesday, April 10

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Customer Experience, People, Culture, and Performance

Format: Session

Vault Recording: TBD

Audience Level: All

Support organizations are being pressured to respond faster than ever to customers' emails. At the same time, they're expected to offer service in a growing list of other written channels, such as chat, Slack, and even social media. But can your support organization do it all? Can your agents write to customers in a "real" style, or must they rely on dry copy-and-paste templates to respond quickly enough? Join customer service writing expert Leslie O'Flahavan and service culture fanatic Jeff Toister to learn how to balance the demands of speed, automation, and humanity in your written communication. Explore the latest research on customers' email response time expectations. Discover how to balance the need for speed with limited resources. Learn how to leverage tools like automation and templating while still delivering a personalized experience.

In this session, attendees will learn:

  • How customers' response time expectations are changing. Yes, they want to hear from you quicker than ever before, but how much quicker?
  • How much age group affects customers' response time expectations. Do Millennials expect a faster response than Boomers?
  • How to use templates when you respond to customers. Can you use these prewritten responses without coming across as insincere or uncaring?
  • How to write a better-than-average autoresponse. Can you create an automated reply that doesn't convince the customer you're just stalling for time.
  • How to offer self-service options in your responses without sounding like you're giving the customer the old brush-off.