Digital Customer Service Personas [ebook]

Digital Customer Service Personas [ebook]

As Digital Customer Service is growing, front line staff’s skills necessarily need to be updated. It’s about letting them acquire specific competencies to optimize and harness conversations through digital channels (social media, live chat and messaging apps). To respond to this urgency felt by more and more companies, I wrote the e-book Digital Customer Service Personas© with Maurizio Mesenzani: the skills model for digital customer assistants. Now available for you also in english!

Who is this ebook for

The price to pay for those who do not rapidly adapt is high: inadequate and unsatisfactory answers that generate poor customer experiences. Consequently, instead of consolidating the relationship, it rapidly deteriorates. That’s why this ebook is particularly aimed at:

  • Customer Service and contact centre managers /supervisors to prevent dangerous pitfalls during conversations with customers through digital support channels (social media, live chat, messaging apps)
  • HR managers, given the opportunity to develop a scalable know-how to attract and develop talents.

N.B. Digital Customer Service Personas© is the first framework that identifies knowledge, skills and abilities necessary to turn representatives / agents into Digital Customer Specialists. It is the result of the work we have done in recent years with client companies that have successfully embraced Digital Customer Service.

Why you should read / share it 

To build a rock solid Digital Customer Service Team

  • To create professional career paths
  • To develop a scalable know-how

Table of contents

1. Are you equipped to meet digital customer’s expectations?

2. From agent to digital conversation specialist

2.1 The new scenario: digital customer service is here to stay

2.2 Five must-have competences for your support staff

3. Why having a DCS team is gold for CS and HR

3.1 Getting your agents master digital conversations

3.2 Building a scalable know-how

3.3 Creating new career paths to attract talents

3.4 An international case study

4. Digital Customer Service Personas© – the skill set model for your DCS Assistants.

4.1 How to hire DCS Assistants

4.2 How to train a DCS Team

4.3 What to do after reading this ebook


About 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 helped companies to exploit digital customer service as a business lever. Founder of, he is the author of thematic books at thematic conferences in Italy and abroad and lecturer at the Bicocca University of Milan.