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My new book: The Power of Digital Conversations

Today let’s make a toast because my new book ‘The Power of Digital Conversations’ is out! 🥂 I guess you’re pretty curious to know more: so why did I decide to write it? What are main topics? Why should you read it right away? I’m going to answer all these questions in the next few lines. [...]

By | 2023-11-29T11:28:41+01:00 November 29th, 2023|Digital Customer Service|0 Comments

3 issues that you can fix with training

Many organizations have introduced one or more digital support channels during the last 2-3 years. Unfortunately, some of them are suffering from conversational pain points leading to poor customer experiences. In particular there are three common issues that you can fix with training, by getting your customer service team up-skilled on specific engagement scenarios. [...]

By | 2023-11-15T11:27:13+01:00 November 15th, 2023|Digital Customer Service|0 Comments

Be proactive to anticipate the customer

While speed is one of key ingredients in Digital Customer Service conversations, choosing the right words at the right time is paramount. From a support agents’ standpoint, that means being proactive in every single interaction to deliver superior experiences. So what are the mutual benefits when your front line team is able to anticipate the [...]

By | 2023-11-01T08:24:16+01:00 November 1st, 2023|Digital Customer Service|0 Comments

Treat everybody like regular customers

Last Thursday I was driving my car to visit two client companies in the north of Italy. Between these two meetings, I realized that I had enough time for a quick lunch, so I decided to park the car beside a small bar/restaurant. Then I got in. I tell you about this experience because it’s [...]

By | 2023-10-18T10:23:18+02:00 October 18th, 2023|Digital Customer Service|0 Comments

Channel inconsistency kills the experience

“Whenever I call them they’re pretty clear and helpful, but when I send them a Whatsapp message it’s a nightmare.” That’s a typical complaint that customer may share at dinner with family and friends, but also one of the most frequent pet peeves affecting many customer service managers. So why on earth such a channel [...]

By | 2023-10-04T19:18:20+02:00 October 4th, 2023|Digital Customer Service|0 Comments