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Last week I attended a customer service conference in Milan, back in real person. As many companies were represented, I’ve had the opportunity to listen and learn about their Digital Customer Service journey: main steps, achieved results and next goals ahead. Most of them have made great cultural and operational improvements in a short span [...]
During the last 2 years we’ve had a binge of digital support channels. As many brands have recorded strong online conversations volume peaks from the beginning of the pandemic on, they have introduced new channels such as live chat and messaging channels. Some organizations though are experiencing some mismatch between these two channels that are affecting overall [...]
If you work in the customer service arena, you know that metrics play a key role. In fact you may use them to make sure you’re sailing on the right route as well as destination (aka your goals). That’s why, instead of yet another article listing the ‘best metrics’, here’s something really useful for you. [...]
In the summer of 2015 I was writing my first book. I remember that it was very hot outside and that I had two certainties. First one: delivering social media support was already a consolidated habit in many industries. Second one: it was bound to expand even more in the following years. In fact since [...]
As digital channels are different one another, engagement rules with customers vary. Not being aware of that is just like leaving the keys of a new red Ferrari to an 18 year old at his first driving day. Pretty risky, uh? To help you prevent dreadful customer experiences I’m sharing case studies based on the [...]
More and more organizations have realized that excellent and consistent Digital Customer Service is a key business driver. The smartest ones have focussed on conversations effectiveness, taking care of them in details. That implies working on two aspects: tone of voice and, accordingly, up-skilling their agents turning them into digital conversation specialists. The good news [...]
During the height of the crisis the UK Office of National Statistics announced that about 50% of employed adults were working from home. The CX community has been championing this shift for call centre staff for years but has now become a reality. Consequently this is the time for important decisions: customer service managers need [...]
Time waits for no oneIf you want to go onLeave me something to grow on - Time's up [Living Colour] People love using digital channels because they are easy to be used and FAST. In fact when it comes to asking for support sending tweets, Whatsapp messages or having live chat often is the best [...]
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