More and more companies have started delivering Whatsapp customer support, especially during this 2020 upheavals. So can you optimize such conversation in a profitable way? How to ensure excellent customer experiences? Check it out in this case study I have prepared for you.

A couple of weeks ago I had the pleasure of speaking at the Customer Service & Experience Europe conference. Surely the most exciting part to me was exchanging knowledge with customer service managers from all over the world. Since this edition’s key discussion topics covered automation and customer service agents skill gap, I’m sharing some related

More and more organizations have realized that excellent and consistent Digital Customer Service is a key business driver. The smartest ones have focussed on conversations effectiveness, taking care of them in details. That implies working on two aspects: tone of voice and, accordingly, up-skilling their agents turning them into digital conversation specialists. The good news

During the height of the crisis the UK Office of National Statistics announced that about 50% of employed adults were working from home. The CX community has been championing this shift for call centre staff for years but has now become a reality. Consequently this is the time for important decisions: customer service managers need

‘People that like to help other people‘. If you are a customer service manager that’s the best environment that you may wish to build. As digital conversations are rapidly growing, when it comes to providing external support you also need to work internally by engaging and motivating your agents. So how can you achieve that?