Until sometime in the last century, it was considered perfectly normal for every business to talk to their customers in an impersonal voice, almost like a robot. There is no clear timeline on when this changed, but over the past couple of decades, more and more businesses have taken on an alternate route where customers are addressed in a more friendlier fashion.
Using canned responses like “Please accept our apologies for the inconvenience caused” are no longer encouraged. Instead, people manning the helpdesk are often encouraged to refer to customers by their first name and talk to them using like regular people. Despite this evolution, it is not uncommon to find businesses that still talk to customers like it is the 1970s.
If you, or your employer, still encourage this kind of conversation, here are some reasons why you need to change immediately.
Makes Customer Service Language Universal
The impersonal, impassioned helpdesk voice worked when telephones were the only way to reach the company. Today, people write in to businesses over email, Facebook, Twitter and even through their personal blogs. Given the public nature of these conversations, it is extremely important that your business comes across as one that cares. Impassioned robotic messages do not help the cause. And with a friendlier language, it becomes easy to transcend the multiple platforms and deploy a universal helpdesk strategy.
Demonstrates Greater Empathy
Businesses make mistakes all the time, and it is absolutely okay as long as you demonstrate that you care for your customers. Look at this recent message posted by an international money transfer company – this was in response to a customer who did not receive their money.
Words like “Oh no” and the use of “I” instead of “we” helps the company show greater empathy to the issues faced by your customers. More importantly, it shows that you are not faking the concern which makes the customer trust your company better.
Enhances Approachability
Depending on what you offer, your customer helpdesk may sometimes be the face of your company and the only gateway between you and the customers. In such cases, it is extremely important that your helpdesk comes across as being approachable. A friendly personal voice alleviates any anxiety that the customer may have and helps them hold an honest discussion with you. This not only helps you answer their questions better, but also encourages them want to approach you in case of trouble. While the number of tickets raised is considered an indication of product deficiency in a number of businesses, it may also indicate an approachable helpdesk that customers do not mind reaching out to for questions.
What is the kind of conversation that you have with your customers? Do you think friendly helpdesk voices could make your business come across as unprofessional? Please share your feedback and counter-views in the comments below.
