- Soften macro-replies to fit each customer
- Switch tone for upset vs. casual queries
- Stay consistent across every agent
"CSAT went up 11 points the month we rolled it out across the support team."
Devon Ortiz — Head of CX, Lumen
"CSAT went up 11 points the month we rolled it out across the support team."
Devon Ortiz — Head of CX, Lumen