If you handle online support conversations sooner or later you’ll need to ask the customer to take action for you. From customer’s standpoint these are unexpected effort requests that they often reject. So how can you prevent being stuck in the middle of a digital conversation? Learn about this successful approach to get full cooperation from

It’s easy to be cheering when customers do what we expect they do. What if though they suddenly decide to leave us: would you still be positive or get a bit nervous? In such situations smart organizations maintain focus on helping out their customers to understand why they have decided to abandon them, with a continuous

As 2021 is just around the corner – thank goodness you may say –  be ready to grab next business opportunities. In fact what this crazy year has taught us is that now consumers take digital support for granted so that responding to their queries is not enough to deliver excellent experiences. Therefore smart brands have

As digital channels are different one another, engagement rules with customers vary. Not being aware of that is just like leaving the keys of a new red Ferrari to an 18 year old at his first driving day. Pretty risky, uh? To help you prevent dreadful customer experiences I’m sharing case studies based on the

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