Yearly Archives: 2021


How to use digital conversations to boost your KPIs

If you work in the customer service arena, you know that metrics play a key role. In fact you may use them to make sure you’re sailing on the right route as well as destination (aka your goals). That’s why, instead of yet another article listing the ‘best metrics’, here’s something really useful for you. [...]

By | 2021-03-31T09:41:56+00:00 March 31st, 2021|Digital Customer Service|0 Comments

Get your support optimized over social media

In the summer of 2015 I was writing my first book. I remember that it was very hot outside and that I had two certainties. First one: delivering social media support was already a consolidated habit in many industries. Second one: it was bound to expand even more in the following years. In fact since [...]

By | 2021-03-16T19:24:31+00:00 March 16th, 2021|Digital Customer Service|0 Comments

Consolidate your digital caring training results

A well-structured Digital Customer Service program includes specific steps and activities. Some of them belong to the consulting area – e.g. digital conversations assessments and guidelines set up. Others to the training area – e.g. to get managers and / or front line staff up-skilled. After this step though only part of the job is [...]

By | 2021-03-03T09:24:03+00:00 March 3rd, 2021|Digital Customer Service|0 Comments

Shifting digital interactions from pain to pleasure

Customers have become digital. This metamorphosis literally boomed during 2020 but it had already started a few years ago. Many organizations lived and breathed this acceleration because they suddenly had to handle larger volumes of digital conversations = customers’ queries over online channels such as social media, Live Chat or messaging apps. So how are [...]

By | 2021-02-17T08:51:13+00:00 February 17th, 2021|Digital Customer Service|0 Comments

How to get full cooperation from your customer

If you handle online support conversations sooner or later you’ll need to ask the customer to take action for you. From customer’s standpoint these are unexpected effort requests that they often reject. So how can you prevent being stuck in the middle of a digital conversation? Learn about this successful approach to get full cooperation from [...]

By | 2021-02-02T19:58:01+00:00 February 2nd, 2021|Digital Customer Service|0 Comments