Since Digital Customer Service demand is growing fasters and faster I see many organizations under pressure. In fact they have to take important decisions very quickly, so that they are afraid of making mistakes that will have an impact on business results. As standing still is definitely not the best move, what are the main [...]
Whenever you ask for support as customer you have great expectations: fast responses, prompt solutions and empathy. Conversely you don’t want to have frictions unless they are consequence of a disservice. From a company’s standpoint, such arguments with customers may arise for many different reasons. So how can you prevent them making your digital conversations [...]
Until recently, organizations have hired people based on what they did in the past. HR specialists analyzed C.V.s, then asked in job interviews: ‘what’s your previous experience in this role?’ Today the game has changed, especially when you hire your digital support team because you build a brand new know-how. So, how can you choose [...]
When worries become too frequent they let the stress level increase too much, so far as to make you feel sick. Nobody wants that, but unfortunately it may happen. If you are a customer service manager, chances are that you’re already thinking about some sticky situations you have faced. That’s why these nine frequent digital [...]
If you use al least one online channel to get support you are a digital customer – and you’re in good company. In fact millions of consumers are doing the same. From a brand standpoint, while before the pandemic digital support was provided only by a limited number of big companies, today also small and [...]
