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I’ve recently carried out Digital Customer Service consulting and training activities for two clients. With both of them I’ve worked with their team members, letting them focus on live chat support. These two teams are now fully aware that handling live chat conversations like a pro doesn’t happen overnight. So let me show you what [...]
Technology is a great enabler especially when it comes to Digital Customer Service. However that’s not enough because customer experience perception is the result of each interaction. In fact when I carry out digital conversations assessments on behalf of clients I often find out dangerous behaviors by their support agents. Because show that the whole [...]
It may seem a paradox, but the rush towards digital support channels has been so fast that some companies are losing focus on the customer. In fact many organizations had (wrongly) expected that new support channels such as social media, live chat or messaging would instantly generate 5-star customer experiences. Today they feel disappointed because [...]
‘I though that…’ or ‘I expected that…’ are tricky assumptions and when having conversations with customers they become slippery like ice. That happens if you listen too much to yourself and your tribe (aka our organization) without paying enough attention to what’s happening outside the building. Consequently you’ll increase the gap, instead of getting customers [...]
I tell you about my values to show you ...Why I have capitalized on my experience in customer service to help organizations.What gets me motivated every day working with ambition, care and passion.How I develop solutions for my clients with a continuous improvement perspective.AMBITIONEven though you're providing good customer service you have room for improvement. [...]
Integrating digital channels intocall center / customer service in your company Helping your agents deal with customers via social media, live chat, apps Igniting love for Digital Customer Service at your next conference Spread customer culture in every area of your business with [...]
It’s easy to be cheering when customers do what we expect they do. What if though they suddenly decide to leave us: would you still be positive or get a bit nervous? In such situations smart organizations maintain focus on helping out their customers to understand why they have decided to abandon them, with a continuous [...]
As 2021 is just around the corner – thank goodness you may say – be ready to grab next business opportunities. In fact what this crazy year has taught us is that now consumers take digital support for granted so that responding to their queries is not enough to deliver excellent experiences. Therefore smart brands have [...]
Stay abreast of Digital Customer ServiceExpect regular gems in your inbox. I want to subscribe nowWhat readers sayCustomer Service Culture is my way to withdraw myself from routine looking from an external standpoint with one eye as a professional and the other as a customer. Also for this reason thursday mornings have become unmissable dates to [...]
Digital Customer Service ConsultancyThis is the right page for you if you:Want to take advantage of the Digital Customer Service to win and attract customers.Don't settle for good customer service because you want to stand out from competitors.Are willing to question your habits in order to innovate your customer service culture.Benefits ANALISYS Before offering advice I [...]
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