Blog & Podcast 2020-04-04T23:00:16+00:00
Digital Customer Service Assistants
“Once upon a call…” [unknown author, 2010] “One upon a chat…” [unknown author, 2020] These sentences sum up how customer support has dramatically changed in just a few years. In fact for the first time ever, customers call the tune deciding which digital channel use, when and how to use it. Consequently, many organizations have
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urgent customer service
Time waits for no oneIf you want to go onLeave me something to grow on – Time’s up [Living Colour] People love using digital channels because they are easy to be used and FAST. In fact when it comes to asking for support sending tweets, Whatsapp messages or having live chat often is the best
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Customer Service. Culture eng
Hello people, I’m Paolo Fabrizio and I’d like to give you my warmest welcome to the english version of Customer Service Culture! Brief story: I’ve launched this website back in 2013 and in a few years has become the home of Digital Customer Service in Italy. From today on, you can also enjoy great content
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alibi
“We want to integrate digital channels into our customer service, but we don’t feel ready yet.” When I hear this sentence I try to understand the reasons that lead some brands to remain stuck in the starting blocks. I must say that in recent years I have heard many of them but that they’re actually
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Integrating digital channels into customer service implies knowing how to choose platforms, metrics, but also the right people to manage assistance through social media, live chat and messaging apps. Consequently, even the most experienced manager today needs to urgently acquire specific digital skills, given the period we are experiencing. To answer these wishes, I prepared
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