01 - Engage Customers on Their Channel
02 - 1. Do More Than Answer Questions—Solve Problems
03 - 2. Control the Conversation
04 - 3. Blend Templates and Freetext
05 - 4. Use a Conversational Tone
06 - 5. Push Content That Boosts Sales and Provides Service
07 - Conclusion
Ex_Files_Customer_Service_Chat_and_Text
