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Last week, our CEO and Head of Product — Etie Hertz and Tadzio Smith — had the opportunity to participate in a Zendesk Startup Central event where they discussed how AI can help support teams be more empathetic.

The session also covered topics including:

  • Why empathetic support has become increasingly important for retaining and satisfying customers over the last year;
  • Common mistakes agents make when communicating with escalated customers; and,
  • Communication techniques to speak more effectively when your customers are upset

Read on below for the complete transcript of the event.

Let’s jump in:

Q: We know this past Holiday…

The past year has been trying. Given that everyone is worn out and patience is running thin, it’s more important than ever that CX teams are equipped to handle hard conversations.

In today’s episode, we’ll give you our take on how to respond when a customer asks for support in a channel that you don’t provide — in this case, by phone.

Watch the video and continue reading the post below for our three-step formula to help your customers feel heard, more in control, and more willing to work towards a resolution with you.

How to tell a customer you don’t provide support by phone

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Loris helps the world’s fastest-growing companies have better customer care conversations by text.

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