In the summer of 2015 I was writing my first book. I remember that it was very hot outside and that I had two certainties. First one: delivering social media support was already a consolidated habit in many industries. Second one: it was bound to expand even more in the following years. In fact since

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

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

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