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 [...]
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 [...]
“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 [...]
Every time customers ask for support, they have great emotional expectations before having any kind of interaction: entering a shop, calling or having a live chat with one of your agents. From a company’s standpoint instead the approach is usually a bit different: ‘how can I make the best of conversations to deliver great experiences [...]
While most companies maintain a strong focus on digital tools and platforms, many consumers keep complaining about poor conversations they have with them. The harsh truth is that many brands are convinced they are delivering sane experiences, whereas customers have a pretty different opinion. So why such a huge perception gap? Where is the bottleneck? [...]
