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 [...]
Since Digital Customer Service demand is growing fasters and faster I see many organizations under pressure. In fact they have to take important decisions very quickly, so that they are afraid of making mistakes that will have an impact on business results. As standing still is definitely not the best move, what are the main [...]
Whenever you ask for support as customer you have great expectations: fast responses, prompt solutions and empathy. Conversely you don’t want to have frictions unless they are consequence of a disservice. From a company’s standpoint, such arguments with customers may arise for many different reasons. So how can you prevent them making your digital conversations [...]
A few weeks ago I’ve laser-focussed on what customer service managers need, to let their team master digital conversations. In fact social media, live chat, video chat and messaging apps are support channels with different engagement rules. Today, I’m closing the loop diving into main skill-gaps affecting digital customer service managers and how to bridge [...]
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 [...]
