I’ve seen a consensus online that it should be very clear for customers they can say “talk to person” at anytime during the conversation to get connect to a human. This builds trust with them, but I’m curious how folks have been doing this.
We used to put it at the very beginning of conversations, but its unclear if that was effective and customers saw it.
How do ya’ll do this? Open to all and any suggestions.
+5Hey
I don’t think there’s a hard and fast rule though - I think it’s a balance of how available you make the Messenger, how many support team members you have available, and most importantly, your business model (eg: if you’re selling a high-margin boutique SaaS product, then you can afford to make it very, very easy to get to a human).
In general, I like offering human support in the context of an answer in the Messenger. Within the Let Fin Answer block, I like setting Follow up with inactive customers to Fin will offer escalation as that will make it more likely that someone will ask for extra help from a human (rather than just ghosting you and churning).
Hope that helps!
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