Search results for: self service

Home/Search: self service

Need a new search?

If you didn't find what you were looking for, try a new search!

Building a conversational service model

By | 2023-12-13T10:27:12+01:00 December 13th, 2023|Digital Customer Service|

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 [...]

Two distinct customer service training paths

By | 2022-02-02T16:59:41+01:00 February 2nd, 2022|Digital Customer Service|

Digital Customer Service is here to stay. That’s why getting both support managers and teams digitally up-skilled has become vital for any smart organization. Accordingly it’s not a matter of if, rather how to do it – meaning the approach that works best for you in terms of results. That’s why I’ve prepared an overview on [...]

Are you ready for video customer service?

By | 2021-04-28T09:28:50+02:00 April 28th, 2021|Digital 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 [...]

Anatomy of an epic service recovery

By | 2020-11-03T10:17:27+01:00 November 3rd, 2020|Digital Customer Service|

Whenever we have an issue we get emotional in a negative way. Then, we try to get in touch with the customer service as fast as possible (not always succeeding ) to get the problem fixed. During such conversations frictions are very frequent due several reasons: high effort procedures / bureaucracy, lack of agents’ training [...]

The most urgent customer service call to action

By | 2020-05-13T00:55:45+02:00 May 13th, 2020|Digital Customer Service|

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 [...]

How is your customer culture doing?

By | 2024-02-28T16:18:07+01:00 February 28th, 2024|Digital Customer Service|

Did you know that sometimes customer service managers feel lonely? It happens whenever they realize that the organization they’re in is not much committed to improving customer experience. Accordingly, if such a disconnection continues overtime, it’s bound to undermine the customer manager’s trust and determination! Briefly speaking, if your customer culture is not evolved in [...]

Balancing AI and human interactions

By | 2024-01-31T09:01:09+01:00 January 31st, 2024|Digital Customer Service|

We’re in the midst of a revolution but most people still don’t know what direction to take. That’s my answer whenever I got asked about the spread of artificial intelligence in customer service. Briefly speaking, my take is the result of many conversations that I’ve had these past few months with customer service directors and [...]

My new book: The Power of Digital Conversations

By | 2023-12-22T18:26:48+01:00 November 29th, 2023|Digital Customer Service|

Today let’s make a toast because my new book ‘The Power of Digital Conversations’ is out! 🥂 I guess you’re pretty curious to know more: so why did I decide to write it? What are main topics? Why should you read it right away? I’m going to answer all these questions in the next few [...]

Do customers perceive your values?

By | 2023-05-02T19:47:40+02:00 April 12th, 2023|Digital Customer Service|

‘Well, it is pretty expensive but its value is beyond dispute.’ I’m sure that you’ve pronounced o heard this statement after a purchase. We say it whenever we buy something that we’ve already fallen in love with. Because prior to that moment we’d had the chance to get information and emotional inputs. Such a magic [...]

Learning by training support teams

By | 2022-11-16T00:29:47+01:00 November 16th, 2022|Digital Customer Service|

‘How your ideal customer service training path should be?’ Whenever I ask this million-dollar question to new potential clients they change expression because they start thinking with a different perspective. So, since experiences speak louder than words, I’m going to tell you about my recent training support teams sessions. The reason why? I gave them [...]