论文标题
在社交媒体上吸引客户服务论述的语言元素
Linguistic Elements of Engaging Customer Service Discourse on Social Media
论文作者
论文摘要
客户迅速向社交媒体寻求客户支持。尽管这些平台上的品牌代理是有动力和善意的，以帮助和与客户互动，但如果他们对客户的最初反应不符合客户的目标，他们的努力通常会被忽略。谈话的时间长度可以反映品牌在协作和帮助消费者方面做出的初步响应的努力和质量，即使对话的总体情绪可能不是很积极。因此，通过这项研究，我们旨在通过分析语言的内容和风格方面（例如表达的同理心，心理语言特征，对话标签和指标，以量化可能影响互动参与的话语的个性化）来弥合现有文献中的这一关键差距。本文表明，我们可以使用初始客户和品牌职位预测参与度。
Customers are rapidly turning to social media for customer support. While brand agents on these platforms are motivated and well-intentioned to help and engage with customers, their efforts are often ignored if their initial response to the customer does not match a specific tone, style, or topic the customer is aiming to receive. The length of a conversation can reflect the effort and quality of the initial response made by a brand toward collaborating and helping consumers, even when the overall sentiment of the conversation might not be very positive. Thus, through this study, we aim to bridge this critical gap in the existing literature by analyzing language's content and stylistic aspects such as expressed empathy, psycho-linguistic features, dialogue tags, and metrics for quantifying personalization of the utterances that can influence the engagement of an interaction. This paper demonstrates that we can predict engagement using initial customer and brand posts.
