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

• 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?