Monthly Archives: November 2020


How to optimize conversations via Live Chat

As digital channels are different one another, engagement rules with customers vary. Not being aware of that is just like leaving the keys of a new red Ferrari to an 18 year old at his first driving day. Pretty risky, uh? To help you prevent dreadful customer experiences I’m sharing case studies based on the [...]

By | 2020-11-25T17:39:40+01:00 November 25th, 2020|Digital Customer Service|0 Comments

Anatomy of an epic service recovery

Whenever we have an issue we get emotional in a negative way. Then, we try to get in touch with the customer service as fast as possible (not always succeeding ) to get the problem fixed. During such conversations frictions are very frequent due several reasons: high effort procedures / bureaucracy, lack of agents’ training [...]

By | 2020-11-03T10:17:27+01:00 November 3rd, 2020|Digital Customer Service|0 Comments