Blog & Podcast 2020-04-04T23:00:16+00:00
training results
A well-structured Digital Customer Service program includes specific steps and activities. Some of them belong to the consulting area – e.g. digital conversations assessments and guidelines set up. Others to the training area – e.g. to get managers and / or front line staff up-skilled. After this step though only part of the job is
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digital interactions
Customers have become digital. This metamorphosis literally boomed during 2020 but it had already started a few years ago. Many organizations lived and breathed this acceleration because they suddenly had to handle larger volumes of digital conversations = customers’ queries over online channels such as social media, Live Chat or messaging apps. So how are
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full cooperation
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
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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
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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
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