Digital channels are not for everyone

99% of us have a natural predisposition towards some activity or knowledge. Nevertheless, if you want to become really smart, you need to study and practice day by day. And when it comes to delivering customer support, digital channels are definitely not for everybody! In fact even seasoned customer service agents need to learn ad hoc conversational skills, based on specific channels peculiarities.

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Highlights

00:03 Intro episode #38
00:41 Why some companies are still underrating channels differences
02:09 No, they’re not all ‘social’!
03:11 Customer engagement: don’t mix up Live Chat with Whatsapp
04:13 Is your support fast & furious over all digital channels?
05.07 My experience as a Digital Customer Service Trainer
07:13 Learn > practice > make mistakes > correct > consolidate new skills
08:15 How to nurture conversational best practices over digital channels
09:55 Download The Digita Customer Service Personas skill-set
10:31 Subscribe on Spotify, Apple Podcast or Amazon Music
11:05 Check out my training & up-skilling page
12:11 Let’s talk about your next goals: paolo@customerserviceculture.com
12:21 Check out all available services on CustomerServiceCulture.com

Over to you

As these are the typical ‘budget weeks’ for many organisations, I encourage you to consider digital conversations up-skilling as a top priority for the forthcoming year. Because there’s always sometimes that you can postpone, except standing out from aggressive competitors.