Building a conversational service model

When it comes to Digital Customer Service you can’t change things overnight. However, if you are a tenacious manager with a clear vision, purpose and goals, you can build up an effective conversational service model that works. Just like the special guest of this podcast, Darko Popovic, Chief Operations Officer at Multitude Bank. Darko shares his valuable digital transformation journey in this great episode.

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Highlights

00:03 Welcome to episode n°29
01:21 Darko Popovic introduces himself and his background
03:51 A missing link in Digital Customer Service transformation journeys
05:41 Are you keeping the human touch with the customer?
07:11 The value of training and up-skilling for agents and team leaders
08:21 Reframing the way to interact with the digital customer
09:31 Darko on his Digital Customer Service journey at Multitude Bank
11:11 The mission: making customer’s lives easier reducing their efforts
14:25 Customers don’t want to get in touch with you (unless it’s strictly necessary)
18:09 Building up a new conversational service model
19:05 Whatsapp for customer service: enthusiasm vs. resistances
20:11 Be bold to innovate your mindset, then enjoy business results
23:31 Don’t delegate innovation only to tools
26:11 When a chat bot kills customer experience
27:45 Why spreading customer culture across all departments is key
30:25 Customer culture works when it’s a top-down commitment
33:11 Why digital conversations don’t lie about your customer culture
35:11 Darko’s take about the next 3 trends in Digital Customer Service
38:57 Check out my new book ‘The Power of Digital Conversations‘
39:21 Closing remarks – get in touch: paolo@customerserviceculture.com
39:55 Check out all services on CustomerServiceCulture.com