Yearly Archives: 2021

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Get customer service involved into sales

A typical trait of an evolved customer service culture organization is building bridges between departments. In fact they focus on enhancing internal communication to get aligned, since either commercial areas (sales, marketing) and support teams share a common business goal: building long lasting, profitable relationships with the customer. So let’s see how you may effectively get [...]

By | 2021-06-16T18:14:19+00:00 June 16th, 2021|Digital Customer Service|0 Comments

Do your customers abuse support?

More than one manager have told me ‘I think that we’re giving away too much to some customers who don’t deserve it.’ You may think that that’s a negative approach, but sometimes it’s just the result of multiple agents feedbacks. They’ve felt frustrated because they’ve realized that some customers abuse support. As this is a thorn [...]

By | 2021-05-26T08:56:40+00:00 May 26th, 2021|Customer Service|0 Comments

The bad taste of conflicting customer experiences

Have you ever been asked to follow somebody by taking the lead? Sounds a bit contradictory, uh? I’m quite sure that you’ve had conflicting customer experiences that have influenced your following decisions. For brands, the price to pay in such situations is high: compromising customer’s trust. So join me to see a real case and [...]

By | 2021-05-12T08:40:46+00:00 May 12th, 2021|Digital Customer Service|0 Comments

Are you ready for video customer service?

Planet Earth, year 2021. More and more organizations have integrated new platforms and up-skilled their staff to cope with a huge, sudden demand for digital support. Accordingly, as new channels such as video are now being used for customer service in many industries, let’s have a look at this great opportunity to deliver superior experiences and consolidate customer’s [...]

By | 2021-04-28T09:28:50+00:00 April 28th, 2021|Digital Customer Service|0 Comments

3 frequent approaches to digital support

What if I asked you ‘how do you see your organization in their Digital Customer Service journey?’ Well, first of all I hope that something will immediately pop up in your mind, otherwise you’d be in trouble! Afterwards, I’d be very curious to listen to your answers. So while you think about it, I’m going to [...]

By | 2021-04-14T09:21:43+00:00 April 14th, 2021|Digital Customer Service|0 Comments