Digital Customer Service

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When live chat and messaging collide

During the last 2 years we’ve had a binge of digital support channels. As many brands have recorded strong online conversations volume peaks from the beginning of the pandemic on, they have introduced new channels such as live chat and messaging channels. Some organizations though are experiencing some mismatch between these two channels that are affecting overall [...]

By | 2021-07-21T09:11:05+00:00 July 21st, 2021|Digital Customer Service|0 Comments

Get customer service involved into sales

A typical trait of an evolved customer service culture organization is building bridges between departments. In fact they focus on enhancing internal communication to get aligned, since either commercial areas (sales, marketing) and support teams share a common business goal: building long lasting, profitable relationships with the customer. So let’s see how you may effectively get [...]

By | 2021-06-16T18:14:19+00:00 June 16th, 2021|Digital Customer Service|0 Comments

The bad taste of conflicting customer experiences

Have you ever been asked to follow somebody by taking the lead? Sounds a bit contradictory, uh? I’m quite sure that you’ve had conflicting customer experiences that have influenced your following decisions. For brands, the price to pay in such situations is high: compromising customer’s trust. So join me to see a real case and [...]

By | 2021-05-12T08:40:46+00:00 May 12th, 2021|Digital Customer Service|0 Comments

Are you ready for video customer service?

Planet Earth, year 2021. More and more organizations have integrated new platforms and up-skilled their staff to cope with a huge, sudden demand for digital support. Accordingly, as new channels such as video are now being used for customer service in many industries, let’s have a look at this great opportunity to deliver superior experiences and consolidate customer’s [...]

By | 2021-04-28T09:28:50+00:00 April 28th, 2021|Digital Customer Service|0 Comments

3 frequent approaches to digital support

What if I asked you ‘how do you see your organization in their Digital Customer Service journey?’ Well, first of all I hope that something will immediately pop up in your mind, otherwise you’d be in trouble! Afterwards, I’d be very curious to listen to your answers. So while you think about it, I’m going to [...]

By | 2021-04-14T09:21:43+00:00 April 14th, 2021|Digital Customer Service|0 Comments