“Once upon a call…” [unknown author, 2010] “One upon a chat…” [unknown author, 2020] These sentences sum up how customer support has dramatically changed in just a few years. In fact for the first time ever, customers call the tune deciding which digital channel use, when and how to use it. Consequently, many organizations have [...]
Time waits for no oneIf you want to go onLeave me something to grow on - Time's up [Living Colour] People love using digital channels because they are easy to be used and FAST. In fact when it comes to asking for support sending tweets, Whatsapp messages or having live chat often is the best [...]
Hello people, I'm Paolo Fabrizio and I'd like to give you my warmest welcome to the english version of Customer Service Culture! Brief story: I've launched this website back in 2013 and in a few years has become the home of Digital Customer Service in Italy. From today on, you can also enjoy great content [...]
“We want to integrate digital channels into our customer service, but we don’t feel ready yet.” When I hear this sentence I try to understand the reasons that lead some brands to remain stuck in the starting blocks. I must say that in recent years I have heard many of them but that they’re actually [...]
As Digital Customer Service is growing, front line staff’s skills necessarily need to be updated. It’s about letting them acquire specific competencies to optimize and harness conversations through digital channels (social media, live chat and messaging apps). To respond to this urgency felt by more and more companies, I wrote the e-book Digital Customer Service [...]
