As unlikely as it may seem, creating customer connections can also be done via SMS and chat. According to a study on virtual relationships, people foster connections faster through virtual communication like SMS because they are not distracted by superficial distractions.
For call center agents to form deeper relationships with customers, they need to dig deep and figure out what the customer really wants. In order to do so, agents must understand how customers think and feel. From there, they can start crafting messages to build an emotional bond to keep them loyal and turn them into advocates.