As more and more organizations and industries embrace Digital Customer Service, they become aware of a vast array of business opportunities. Some of them though, get stuck when facing the first difficulties questioning their whole journey (!). Main reason for that is that they lose sight on the bigger picture. Those instead who have enjoyed [...]
Everyday your support agents represent the voice of your brand dealing with a vast array of customers queries. Regardless how experienced they are over traditional channels, having conversations over social media, live chat, video chat or messaging channels is a different sport. That’s why you need to get your customer service team digitally up-skilled to [...]
Digital Customer Service is here to stay. That’s why getting both support managers and teams digitally up-skilled has become vital for any smart organization. Accordingly it’s not a matter of if, rather how to do it – meaning the approach that works best for you in terms of results. That’s why I’ve prepared an overview on [...]
If you lead a customer service team, chances are you had to increase the number of digital support channels in the last 12/24 months. Maybe you’re even planning to launch a further one this year? As I’m sure that you’re aware of major implications when it comes to integrating them into your customer service environment, I [...]
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 [...]
