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 [...]
When the going gets tough it’s time to take important decisions. For for your future, your loved-ones, your life. That also applies to business because today, more than ever, you need to choose between ‘let’s keep doing as we’ve always done’ and ‘changing route towards new unexplored destinations.’ That’s why when it comes to customer relationships, chances are [...]
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. […]
A couple of weeks ago I had the pleasure of speaking at the Customer Service & Experience Europe conference. Surely the most exciting part to me was exchanging knowledge with customer service managers from all over the world. Since this edition’s key discussion topics covered automation and customer service agents skill gap, I’m sharing some related [...]
More and more organizations have realized that excellent and consistent Digital Customer Service is a key business driver. The smartest ones have focussed on conversations effectiveness, taking care of them in details. That implies working on two aspects: tone of voice and, accordingly, up-skilling their agents turning them into digital conversation specialists. The good news [...]
