Some companies respond to customers over digital channels, others instead invest in tools and skills with a strategic goal: enhancing every conversation to consolidate customer’s trust. And the latter get their Digital Customer Service optimized also because they set up a clear road map!  Having helped some of these organizations over the years, learn about some successful activities that I have carried out for them.

Assess the need, then work on priorities

One lesson learnt in my career as independent advisor? Even the best ‘medicine’ may become self-defeating if you use it at the wrong time. Simply put, first identify the issue, then choose wisely the right tool that you need. So, here’s a typical situation that I’ve experienced: a potential client company reached me because they needed “some training for their customer service manager“. After a few preliminary questions though, it arises that their pain point was related to their internal processes. Therefore I have advised them to focus on such priority first and accordingly I have helped them fix it through consultancy activities – thanks to that they have enjoyed clear improvements in a short time. These are instead three kind of issues that you may effectively fix with training.

3 key areas of intervention

As anticipated at the beginning of this article, I’m going to share with you some Digital Customer Service activities that I’ve been successfully carrying out for client companies. Of course take into account that 99% of the times I customize them to the specific market and industry. So, here are the three main areas of intervention I’ve been hired most often:

1. 🔎 Consultancies → to optimize processes, conversational flows, and KPIs for any digital customer service step of the road map.
2. 🙍‍♀️ 1-to-1- coaching → individual sessions for Customer Service Managers (you) focussed on targeted pre-assessed topics and areas.
3. 👨‍👩‍👧‍👧 Training & up-skilling paths → customized training courses for the customer service team focused on digital conversations.

A sneak peek of each of them in the carousel below.  

Over to you

What are your next challenges to get digital customer service optimized?

👉 Let’s share our mutual experiences in this informal conversation.

Have great conversations.

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Credit image: Unsplash.com