{"id":22042,"date":"2020-05-13T00:55:42","date_gmt":"2020-05-12T22:55:42","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=22042"},"modified":"2020-05-13T00:55:45","modified_gmt":"2020-05-12T22:55:45","slug":"the-most-urgent-customer-service-call-to-action","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-urgent-customer-service-call-to-action\/","title":{"rendered":"The most urgent customer service call to action"},"content":{"rendered":"<blockquote>\n<p>Time waits for no one<br>If you want to go on<br>Leave me something to grow on &#8211; Time&#8217;s up [Living Colour]\n<\/blockquote>\n<p>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 option to save time. Unfortunately, still many brands struggle to meet such expectations delivering poor customer experience and, consequently, losing business opportunities. Sometimes losing even loyal customers. That&#8217;s why today I want to point out what turned to be the most urgent&nbsp;customer service call to action.<\/p>\n<h2><strong>Why many digital customer experiences miserably fail<\/strong><\/h2>\n<p>There are many reasons why digital support conversations get customers disappointed. Like it or not, there is one harsh truth: customers have adapted their behaviors becoming &#8216;digital&#8217; while still many brands didn&#8217;t or &#8211; at least &#8211; are struggling because they&#8217;re changing too slowly. That mirrors on main organizations&#8217; challenges and the following chart from Incite&#8217;s State of Customer Service 2020 is self explanatory:&nbsp;&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-22062\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/Chart.png\" alt=\"Chart\" width=\"800\" height=\"413\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/Chart-200x103.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/Chart-300x155.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/Chart-400x207.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/Chart-600x310.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/Chart-768x397.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/Chart-800x413.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/Chart-1024x529.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/Chart-1200x620.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/Chart.png 1940w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<h2><strong>Build up and manage your Digital Customer Service Team<\/strong><\/h2>\n<p>As volumes of digital conversations increase, more and more organizations have embraced social media, live chat and messaging apps to provide customer support. Consequently in order to master conversations over digital channels, even the most experienced professionals&nbsp;need to be equipped with a new skill-set. Briefly speaking:<\/p>\n<ul>\n<li><strong>Agents<\/strong> need to become specialists in digital conversations regardless they take place over social media, live chat or messaging apps. The good news? Now you can achieve this goal thanks to the&nbsp;<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/social-customer-service-en\/digital-customer-service-personas-ebook\/\">Digital Customer Personas\u00a9<\/a><\/span> skill set model!<\/li>\n<li><strong>Managers<\/strong> need to acquire ad digital skills in order to manage their digital customer service teams and monitor ad hoc KPIs. As most of the time this new know-how is not yet available within organizations, the most effective way to get them properly up-skilled is<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/Coaching-EN\"> one-on-one coaching<\/a><\/span>.<\/li>\n<\/ul>\n<p>That&#8217;s the essential fuel to leverage digital conversations and consolidate customer&#8217;s trust. I&#8217;ve had the opportunity to dive into this urgent customer service topic with Gabe Larsen at recent <em>Kustomer&#8217;s CX Virtual Summit<\/em>. It&#8217;s been such a fun and interesting conversation that I&#8217;m pleased to share it with you. \u2193<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/player.vimeo.com\/video\/417789381\" width=\"640\" height=\"360\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n\n\n<p>If you have questions feel free <a href=\"https:\/\/customerserviceculture.com\/en\/about-me\/\">to ask<\/a>.<\/p>\n\n\n\n<p>Have great conversations.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><em>Credit image: Unsplash.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Time waits for no oneIf you want to go onLeave me something to grow on &#8211; Time&#8217;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 [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":22056,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[111,759],"class_list":["post-22042","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-customer-service","tag-digital-skills"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>The most urgent customer service call to action - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"To master conversations on digital channels agents and managers need to be equipped with new skills. That&#039;s the most urgent customer service call to action.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-urgent-customer-service-call-to-action\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The most urgent customer service call to action - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"To master conversations on digital channels agents and managers need to be equipped with new skills. That&#039;s the most urgent customer service call to action.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-urgent-customer-service-call-to-action\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2020-05-12T22:55:42+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-05-12T22:55:45+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/urgent-customer-service.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Paolo Fabrizio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paolo Fabrizio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-urgent-customer-service-call-to-action\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-urgent-customer-service-call-to-action\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"The most urgent customer service call to action\",\"datePublished\":\"2020-05-12T22:55:42+00:00\",\"dateModified\":\"2020-05-12T22:55:45+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-urgent-customer-service-call-to-action\/\"},\"wordCount\":390,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-urgent-customer-service-call-to-action\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/urgent-customer-service.jpg\",\"keywords\":[\"customer service\",\"digital skills\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-urgent-customer-service-call-to-action\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-urgent-customer-service-call-to-action\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-urgent-customer-service-call-to-action\/\",\"name\":\"The most urgent customer service call to action - Customer Service Culture\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-urgent-customer-service-call-to-action\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-urgent-customer-service-call-to-action\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/05\/urgent-customer-service.jpg\",\"datePublished\":\"2020-05-12T22:55:42+00:00\",\"dateModified\":\"2020-05-12T22:55:45+00:00\",\"description\":\"To master conversations on digital channels agents and managers need to be equipped with new skills. 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