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.

Do your customers abuse support?

More than one manager have told me ‘I think that we’re giving away too much to some customers who don’t deserve it.’ You may think that that’s a negative approach, but sometimes it’s just the result of multiple agents feedbacks. They’ve felt frustrated because they’ve realized that some customers abuse support. As this is a thorn [...]

By | 2021-05-26T08:56:40+00:00 May 26th, 2021|Customer Service|0 Comments

The bad taste of conflicting customer experiences

Have you ever been asked to follow somebody by taking the lead? Sounds a bit contradictory, uh? I’m quite sure that you’ve had conflicting customer experiences that have influenced your following decisions. For brands, the price to pay in such situations is high: compromising customer’s trust. So join me to see a real case and [...]

By | 2021-05-12T08:40:46+00:00 May 12th, 2021|Digital Customer Service|0 Comments

Are you ready for video 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 [...]

By | 2021-04-28T09:28:50+00:00 April 28th, 2021|Digital Customer Service|0 Comments

3 frequent approaches to digital support

What if I asked you ‘how do you see your organization in their Digital Customer Service journey?’ Well, first of all I hope that something will immediately pop up in your mind, otherwise you’d be in trouble! Afterwards, I’d be very curious to listen to your answers. So while you think about it, I’m going to [...]

By | 2021-04-14T09:21:43+00:00 April 14th, 2021|Digital Customer Service|0 Comments

How to use digital conversations to boost your KPIs

If you work in the customer service arena, you know that metrics play a key role. In fact you may use them to make sure you’re sailing on the right route as well as destination (aka your goals). That’s why, instead of yet another article listing the ‘best metrics’, here’s something really useful for you. [...]

By | 2021-03-31T09:41:56+00:00 March 31st, 2021|Digital Customer Service|0 Comments