How to build conversational support: A messaging guide for businesses

Conversational Support guide from Heymarket

Conversations between businesses and their customers have increasingly shifted away from in-person interactions to digital ones, with customer expectations for fast, personalized service climbing higher still. Smart businesses listened, adopting messaging channels and seeing texts fly in. But they quickly learned that opening a text messaging channel is one tactical step of a larger journey toward creating a customer-centric messaging strategy.

Businesses need a strategy for responding to customer messages at scale, across teams and channels. They need conversational support: to answer customers’ questions through one-to-one messaging conversations with real people. But with few resources for using this emerging strategy, businesses also need guidance.

To help businesses understand conversational support and build their own strategy from the ground up, Heymarket is excited to release the new ebook, Conversational Support: A Guide to Personalized Customer Messaging. You can read the guide here.

The comprehensive guide provides businesses with everything they need to create a conversational support strategy. It combines Heymarket’s knowledge gained from helping thousands of businesses adopt messaging with expert voices from across the communications space, including Heymarket partner Twilio. The guide also features examples and recommendations from businesses that have successfully adopted conversational support.

“As we continue to shift toward new forms of communication, customers’ need for one-to-one messaging conversations will only get stronger. We created this guide to help businesses engage customers on their chosen channels and build lasting connections,” said Amit Kulkarni, Co-Founder and CEO of Heymarket.

Each of the guide’s four parts builds off the one before it, progressing from the strategic to the tactical to show businesses:

  • What conversational support is and why businesses need it now
  • How to create a conversational support strategy
  • How to implement the strategy, including hands-on worksheets
  • How to text customers compliantly and securely

With this guide, businesses will have everything they need to launch a conversational support strategy to build strong connections that keep customers coming back.

Explore the guide here.

Ebook Cover: Conversational Support: A Guide to Personalized Customer Messaging

As Heymarket’s Senior Content Marketing Manager, Hailey Colwell creates texting resources that help brands make meaningful connections with their customers. Her background combines CRM software and journalism, including writing for American Public Media. When she's not editing, she's probably riding her bike.
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