Today, customer expectations are at an all time high. At the same time, support teams are grappling with an increased flood of conversations, which is fueling customer frustration and team burnout. A messenger-based support experience is the key to regaining control.
we outlined the exact blueprint your support team can use to manage your conversations more efficiently and personally through a messenger-based experience. The Conversational Support Funnel combines human, self-serve, and proactive support to empower your team to get ahead of known problems, automatically answer repetitive questions, and quickly resolve complex and VIP issues.
As an extension of
, and to make it
actionable, we've created an interactive worksheet that empowers your team to manage every support conversation through the funnel – with efficiency, empathy, and ease. Enjoy!
Need a quick recap on the funnel?
Grab the worksheet
If you’re currently experiencing a high volume of conversations
The worksheet below will help you manage every conversation in the most efficient, personal way.
Of course, every type of business is unique and so are your customers’ needs. You can tailor the worksheet based on your customers’ needs and the tools you have in your support tech stack in five simple steps (provided below).
First make a copy of this doc. The worksheet above provides an example of how you can manage your different types of customer questions. Use it as your North Star, but make sure to tweak it based on your customers’ needs and the tools you have in your tech stack.
Appoint a dedicated tiger team to set up the worksheet and implement your Conversational Support Funnel. Ideally, this will be a group of people on your team who have a strong working knowledge of your customers’ needs and an appetite for career growth.
Have your tiger team document your customers’ most common questions and pain points. If in doubt, reviewing your latest
Now you’re ready to add your customers’ questions to the worksheet (just click the + button at the bottom of the worksheet to add a new question). For every customer question, fill in the dedicated box in each column. You’ll need to decide:
Is it complex? These are questions that require a human touch, like emotionally-charged issues, high-priority and VIP conversations, and thorny troubleshooting queries.
Where does it belong in the funnel? If in doubt,
What tactic should you use?
What are your success metrics?
5. Finally, once you’ve approved the worksheet, you’re ready to implement your Conversational Support Funnel. Don’t forget to report back on the success of the funnel to the powers that be. They’ll be particularly interested in knowing how your support team is moving the needle on customer loyalty and retention, along with any efficiency gains.
Get the Starter Kit guide
For more tips on how to make your support more efficient and personal,