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.

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

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