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Building a team of Whatsapp customer support specialists

By | 2022-03-08T08:06:15+01:00 September 28th, 2020|Digital Customer Service|

More and more companies have started delivering Whatsapp customer support, especially during this 2020 upheavals. So can you optimize such conversation in a profitable way? How to ensure excellent customer experiences? Check it out in this case study I have prepared for you. […]

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 [...]

Most loved content of this year

By | 2023-12-27T11:11:40+01:00 December 27th, 2023|Digital Customer Service|

As we get to the end of the year it’s time to take stock. In 2023 I’ve published several articles and podcast here covering two hot topics for many organizations: Digital Customer Service and Customer Culture. However since I’ve noticed that there are 7 most loved content, I’m going to showcase them here, should you [...]

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 [...]

3 issues that you can fix with training

By | 2023-11-15T11:27:13+01:00 November 15th, 2023|Digital Customer Service|

Many organizations have introduced one or more digital support channels during the last 2-3 years. Unfortunately, some of them are suffering from conversational pain points leading to poor customer experiences. In particular there are three common issues that you can fix with training, by getting your customer service team up-skilled on specific engagement scenarios. [...]

Channel inconsistency kills the experience

By | 2023-10-04T19:18:20+02:00 October 4th, 2023|Digital Customer Service|

“Whenever I call them they’re pretty clear and helpful, but when I send them a Whatsapp message it’s a nightmare.” That’s a typical complaint that customer may share at dinner with family and friends, but also one of the most frequent pet peeves affecting many customer service managers. So why on earth such a channel [...]

Making the best of conversations

By | 2023-09-20T08:33:47+02:00 September 19th, 2023|Digital Customer Service|

Every time customers ask for support, they have great emotional expectations before having any kind of interaction: entering a shop, calling or having a live chat with one of your agents. From a company’s standpoint instead the approach is usually a bit different: ‘how can I make the best of conversations to deliver great experiences [...]

5 ways to deliver digital sane experiences

By | 2023-07-19T11:18:26+02:00 July 19th, 2023|Digital Customer Service|

While most companies maintain a strong focus on digital tools and platforms, many consumers keep complaining about poor conversations they have with them. The harsh truth is that many brands are convinced they are delivering sane experiences, whereas customers have a pretty different opinion. So why such a huge perception gap? Where is the bottleneck? [...]

Time management: from issue to action

By | 2023-05-24T09:22:35+02:00 May 24th, 2023|Digital Customer Service|

‘I just can’t cope with all these tasks’ or ‘damn, I should have called that customer back!’. How often you or your team refer to the concept of TIME with a negative aftertaste? I’m asking because poor time management is a frequent cause of stress for employees, as well as bad customer experiences. Whenever such [...]

How to add value to your digital conversations

By | 2022-05-16T09:12:59+02:00 May 11th, 2022|Digital Customer Service|

It may seem a paradox, but the rush towards digital support channels has been so fast that some companies are losing focus on the customer. In fact many organizations had (wrongly) expected that new support channels such as social media, live chat or messaging would instantly generate 5-star customer experiences. Today they feel disappointed because [...]