Paolo Fabrizio

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Paolo Fabrizio

About Paolo Fabrizio

Digital Customer Service Consultant, Trainer, Author, Speaker. In the 90s he took part in the startup of the first online insurance company in Italy, following the customer's entire life cycle. Since 2013 as a consultant and trainer he has helped companies to exploit digital customer service as a business lever. Founder of CustomerServiceCulture.com, he is the author of thematic books at thematic conferences in Italy and abroad and lecturer at the Bicocca University of Milan.

3 steps to boost video customer support

Financial Services, Health and Travel are just some of the industries that have increased investments in video customer service from the beginning of the pandemic on. As we are talking about screen to screen conversations with customers, the devil is in the details. That’s why I suggest you embrace the following approach if you want [...]

By | 2021-09-08T12:37:30+00:00 September 8th, 2021|Digital Customer Service|0 Comments

Free your agents and customers will follow

Have you ever had a feeling of not growing up? Whatever the moment of your life or the reason why, you know that it’s not a nice sensation. If you start delivering Digital Customer Service from scratch, chances are you may have that kind of unpleasant feeling.  So if you have the responsibility of a [...]

By | 2021-08-25T10:50:00+00:00 August 25th, 2021|Digital Customer Service|0 Comments

When live chat and messaging collide

During the last 2 years we’ve had a binge of digital support channels. As many brands have recorded strong online conversations volume peaks from the beginning of the pandemic on, they have introduced new channels such as live chat and messaging channels. Some organizations though are experiencing some mismatch between these two channels that are affecting overall [...]

By | 2021-07-21T09:11:05+00:00 July 21st, 2021|Digital Customer Service|0 Comments

Why culture is hot as hell in customer service

I have to tell you. One of the most exciting aspects of my activity as Digital Customer Service consultant is having conversations with a vast array of organizations. Business belonging to various industries, sizes and of course different approach when it comes to customer relationships. As in the last 12 months many customer service managers [...]

By | 2021-06-30T08:05:28+00:00 June 30th, 2021|Customer Service|0 Comments

Get customer service involved into sales

A typical trait of an evolved customer service culture organization is building bridges between departments. In fact they focus on enhancing internal communication to get aligned, since either commercial areas (sales, marketing) and support teams share a common business goal: building long lasting, profitable relationships with the customer. So let’s see how you may effectively get [...]

By | 2021-06-16T18:14:19+00:00 June 16th, 2021|Digital Customer Service|0 Comments