Consulting 2021-05-09T12:41:24+00:00

Digital Customer Service Consultancy

Consultancy path
  • Key points
    - Goals
    - Guidelines
    - Ad hoc metrics
Consultant: Paolo Fabrizio

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.

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 do? 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.
Paolo Fabrizio



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

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

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

Contact me


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

Swatch Group Italia
Costa Crocere


" 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

Foto profilo 2017

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, author of books and speaker at conferences in Italy and abroad. Lecturer at the Bicocca University of Milan.

He has cooperated with

Ha collaborato con