Consulting - Customer Service Culture

Digital Customer Service Consultancy

Consultancy path

Key points
- Goals
- Guidelines
- Ad hoc metrics

Consultant: Paolo Fabrizio

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The first step I start from is working with you on setting up strategic goal: what results do you want to achieve in the short and medium term?

Thanks to this analysis you are then able to define operational guidelines really aligned with your goals. Accordingly, ad hoc processes and procedures for support through digital channels (social media, live chat, messaging apps).

Consequently, it 's easier to choose the proper metrics (KPIs or SLAs) to be used to measure the results. Furthermore, where necessary, you will be able to timely intervene in case of need to make corrections.

Thanks to this pragmatic approach you will develop an effective Digital Customer Service plan.

Download the brochure

Introduction

In order to successfully integrate digital channels within your customer service, a cultural change is needed, i.e. enhancing the contribution of customer service to retain customers. Thus, to SELL.

So how do you get equipped before your competitors dot? The answer is developing an effective Digital Customer Service plan.

How I help my clients

Setting up strategic goals for your Digital Customer Service
Choosing proper digital channels to be integrated
Carrying out a software selection to let you choose the best omni-channel platform
Setting up ad hoc metrics (KPIs) to measure achieved results.
Hiring a team of Digital Customer Assistants
Delivering coaching / mentoring to customer service managers

These Digital Customer Service consultancies are for you if

You are already convinced about Digital Customer Service opportunities
You're looking for a successful path already used by other companies
You are willing to get involved even though you are a seasoned customer service manager / professional.

All services are available in english, italian and spanish.

Benefits

ANALISYS

Before offering advice I listen carefully to understand your priorities and focus on your real needs.

CUSTOMIZATION

Consequently I prepare a consultancy path targeted to your needs, because each company has its own story.

EXPERIENCE

You take advantage of a Digital Customer Service professional, who has worked for over twenty years for brands.

Contact me

FAQ

1. How much do your Digital Customer Service consultancies cost?

2. Where do they take place?

3. In which countries / areas?

4. Are they available also in other languages?

5. Why should I hire you?

Some clients

Testimonials

" If you need to get your customer service in great shape, Paolo Fabrizio is the right person for you. In his workshops Paolo communicates clearly, with attention to detail and nuances. An excellent experience and a path that I recommend to everyone."

Fausto Turco

CEO SI-Net Srl

“Paolo has been helping Ferratum Bank to our transform traditional Customer Service into Digital CX hub. I appreciate his innovative, professional and agile approach. His experience and open minded approach may help any business to leverage their level of service.”

Darko Popovic

Head of Customer Service Ferratum Bank

“Thanks to his experience and professionalism Paolo managed to understand our the needs and drove us towards the right direction to optimize our Digital Customer Service. Very interactive courses made a difference.”

Dolores Vincenzo

Consumer Service Manager, Dr. Schaer

Your consultant

Paolo Fabrizio

Digital Customer Service Consultant, Trainer, Author, Speaker.

In the 90s he took part in the startup of the first online insurance company in Italy, following the customer's entire life cycle. Since 2013 as a consultant and trainer he has been helping companies to harness digital customer service as a business driver. Founder of CustomerServiceCulture.com, author of books and speaker at conferences in Italy and abroad. Lecturer at the Bicocca University of Milan.

He has cooperated with

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