The keyboard warriors

How important is it to understand your visitor's context? Sentiment data helps light the way, sharing a clear glimpse into support channels and how customers show up in each one.

Email brings out the keyboard warriors. Nearly 2 in 3 email conversations (64%) begin negatively, compared with about a quarter of voice interactions (29%).

Chat and voice show strong sentiment rebound. Over the course of the interaction, sentiment improves 77% of the time in chat and 89% in voice.

Email improves too - though not nearly as much

Expressing frustration through email is easy. Live channels make it much easier to shift the tone and sentiment of the conversation.

“Meet customers where they are.” ... right?

But better outcomes can be harder to earn if the conversation stays in email.

Changing the channel during a support convo is not simple. But where you can, it can be meaningful.

+ Can you emphasize live conversations like chat? (and maybe that means offering different availability - worth testing, at least?)

+ Offer to continue the conversation by text?

Sometimes the difference between keeping a customer and losing one is changing the channel.