{"id":22869,"date":"2020-08-18T11:01:31","date_gmt":"2020-08-18T09:01:31","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=22869"},"modified":"2023-01-24T18:18:25","modified_gmt":"2023-01-24T17:18:25","slug":"do-you-speak-digital-customer-service","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/","title":{"rendered":"Do you speak Digital Customer Service?"},"content":{"rendered":"<p>More and more organizations have realized that excellent and consistent Digital Customer Service is a key business driver. The smartest ones have focussed on <strong>conversations effectiveness<\/strong>, taking care of them in details. That implies working on two aspects: tone of voice and, accordingly, up-skilling their agents turning them into digital conversation specialists. The good news for you? I&#8217;m going to provide you with golden tips on both areas.<!--more--><\/p>\n<h2><strong>1. How customers feel about your digital conversations?<\/strong><\/h2>\n<p>One of the most frequent reasons of a customer&#8217;s complaint when asking support over social media, live chat or messaging apps is the way they are being treated. Want a few examples?<\/p>\n<ul>\n<li><em>&#8216;The treated me like a number, not like a person&#8230;&#8217;<\/em><\/li>\n<li><em>&#8216;They used such technical words, that I could not understand&#8230;&#8217;<\/em><\/li>\n<li><em>&#8216;The agent responded to my query but I did not feel really welcomed&#8230;&#8217;<\/em><\/li>\n<li><em>&#8216;They told me that I must contact them over another channel..why in the world don&#8217;t they support me over this one?&#8217;<\/em><\/li>\n<li><em>&#8216;I was not sure if I was speaking to an agent or a chat bot&#8230;&#8217;<\/em><\/li>\n<\/ul>\n<p>These are just few, yet pretty common examples. I also notice them whenever I carry out <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">assessments<\/a><\/span> for my clients, analyzing their digital conversations to laser focus on areas of improvement. That&#8217;s why when it comes to Digital Customer Service the way you handle the conversation can make or break the whole customer experience. So you may wonder now,<em> &#8216;how can I get my team digitally up-skilled?&#8217;<\/em> And <em>&#8216;what competencies do they really need to master online conversations over different channels?&#8217;<\/em> After working with many clients during these years, I&#8217;ve developed the Digital Customer Service Personas\u00a9, the skill-set model that I&#8217;ve been using to help them turn their agents into <em>digital conversations specialists<\/em>.\u00a0<\/p>\n<blockquote>\n<p><strong>[Ebook] Download your free copy of\u00a0<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/social-customer-service-en\/digital-customer-service-personas-ebook\/\">Digital Customer Service Personas\u00a9<\/a><\/span>\u00a0<\/strong><\/p>\n<\/blockquote>\n<h5><a href=\"https:\/\/customerserviceculture.com\/en\/social-customer-service-en\/digital-customer-service-personas-ebook\/\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-21368 aligncenter\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/01\/Digital-Customer-Service-Personas-150x150.jpg\" alt=\"\" width=\"550\" height=\"275\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/01\/Digital-Customer-Service-Personas-200x100.jpg 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/01\/Digital-Customer-Service-Personas-300x150.jpg 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/01\/Digital-Customer-Service-Personas-400x200.jpg 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/01\/Digital-Customer-Service-Personas-600x300.jpg 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/01\/Digital-Customer-Service-Personas-640x320.jpg 640w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/01\/Digital-Customer-Service-Personas-768x384.jpg 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/01\/Digital-Customer-Service-Personas.jpg 800w\" sizes=\"auto, (max-width: 550px) 100vw, 550px\" \/><\/a><\/h5>\n<h2><strong>2. Set your language, promote your culture<\/strong><\/h2>\n<p>Smart companies are moving away from &#8216;brandalese&#8217; towards a more conversational yet professional language with customers. Such an urgency affects especially seasoned organizations that today need to take a great leap forward: rapidly shifting from a traditional approach to customer service to a varied support provided thru Facebook, Twitter, Live Chat or WhatsApp. Looking for a brilliant example? The challenger bank <em>Monzo<\/em> has published the <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/monzo.com\/tone-of-voice\/\">tone of voice<\/a><\/span> they are committed to use, whenever having a conversation with customers. By doing so they advise either prospect and customers on what Digital Customer Service language will be speaking. Excerpt below:\u00a0<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignright size-full wp-image-22882\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/07\/Monzo-tone-of-voice.png\" alt=\"Monzo tone of voice\" width=\"2168\" height=\"510\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/07\/Monzo-tone-of-voice-200x47.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/07\/Monzo-tone-of-voice-300x71.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/07\/Monzo-tone-of-voice-400x94.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/07\/Monzo-tone-of-voice-600x141.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/07\/Monzo-tone-of-voice-768x181.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/07\/Monzo-tone-of-voice-800x188.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/07\/Monzo-tone-of-voice-1024x241.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/07\/Monzo-tone-of-voice-1200x282.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/07\/Monzo-tone-of-voice.png 2168w\" sizes=\"auto, (max-width: 2168px) 100vw, 2168px\" \/><\/p>\n<p>Setting up the <em>language and tone of voice<\/em> you use when providing digital support will let you get several benefits.<\/p>\n<p><strong>Agents<\/strong><\/p>\n<ul>\n<li>Will get equipped with clear guidelines to for digital conversations<\/li>\n<li>Will be providing a <em>consistent tone of voice<\/em> dealing with customers<\/li>\n<\/ul>\n<p><strong>Customers<\/strong><\/p>\n<ul>\n<li>Will perceive and appreciate your language, tone of voice, thus your <a href=\"https:\/\/customerserviceculture.com\/en\/values\/\">values<\/a>\u00a0<\/li>\n<li>Consequently they will adapt their tone of voice to yours<\/li>\n<\/ul>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>So without any further ado, set up your tone of voice over digital channels to deliver excellent, consistent customer experiences. Because I guarantee that your competitors are not sitting on their laurels.\u00a0<\/p>\n<blockquote>\n<p>To learn how I can help you out, <a href=\"https:\/\/customerserviceculture.com\/en\/about-me\/\">drop me a line<\/a> or send a <a href=\"https:\/\/www.speakpipe.com\/CustomerServiceCulture\">voice message<\/a>.<\/p>\n<\/blockquote>\n<p>Have great conversations.<\/p>\n<p><span style=\"color: #999999;\"><em>Credit image: Unsplash.com<\/em><\/span><\/p>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>More and more organizations have realized that excellent and consistent Digital Customer Service is a key business driver. The smartest ones have focussed on conversations effectiveness, taking care of them in details. That implies working on two aspects: tone of voice and, accordingly, up-skilling their agents turning them into digital conversation specialists. The good news [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":23027,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[772,774],"class_list":["post-22869","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-digital-support","tag-tone-of-voice"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Do you speak Digital Customer Service? - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Effective Digital Customer Service is based on successful conversations meaning taking care of each of them in details. 2 steps to help you leverage them.\" \/>\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\/do-you-speak-digital-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Do you speak Digital Customer Service? - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Effective Digital Customer Service is based on successful conversations meaning taking care of each of them in details. 2 steps to help you leverage them.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2020-08-18T09:01:31+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-01-24T17:18:25+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/speak.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=\"4 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\/do-you-speak-digital-customer-service\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"Do you speak Digital Customer Service?\",\"datePublished\":\"2020-08-18T09:01:31+00:00\",\"dateModified\":\"2023-01-24T17:18:25+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/\"},\"wordCount\":542,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/speak.jpg\",\"keywords\":[\"digital support\",\"tone of voice\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/\",\"name\":\"Do you speak Digital Customer Service? - Customer Service Culture\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/speak.jpg\",\"datePublished\":\"2020-08-18T09:01:31+00:00\",\"dateModified\":\"2023-01-24T17:18:25+00:00\",\"description\":\"Effective Digital Customer Service is based on successful conversations meaning taking care of each of them in details. 2 steps to help you leverage them.\",\"breadcrumb\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#primaryimage\",\"url\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/speak.jpg\",\"contentUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/speak.jpg\",\"width\":800,\"height\":400,\"caption\":\"speak\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/customerserviceculture.com\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Do you speak Digital Customer Service?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/customerserviceculture.com\/#website\",\"url\":\"https:\/\/customerserviceculture.com\/\",\"name\":\"Customer Service Culture\",\"description\":\"Conversations that sell\",\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/customerserviceculture.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":[\"Person\",\"Organization\"],\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\",\"name\":\"Paolo Fabrizio\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g\",\"caption\":\"Paolo Fabrizio\"},\"logo\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/\"},\"description\":\"Digital Customer Service Consultant, Trainer, Author, Speaker. Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, \u00e8 autore di libri tematici e speaker a convegni in Italia e all'estero. Lecturer all'Universit\u00e0 Bicocca di Milano\",\"sameAs\":[\"http:\/\/socialmediascrum.com\",\"https:\/\/www.linkedin.com\/in\/paolosocialcustomerservice\/\"],\"url\":\"https:\/\/customerserviceculture.com\/en\/author\/paolo-fabrizio\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Do you speak Digital Customer Service? - Customer Service Culture","description":"Effective Digital Customer Service is based on successful conversations meaning taking care of each of them in details. 2 steps to help you leverage them.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/","og_locale":"en_US","og_type":"article","og_title":"Do you speak Digital Customer Service? - Customer Service Culture","og_description":"Effective Digital Customer Service is based on successful conversations meaning taking care of each of them in details. 2 steps to help you leverage them.","og_url":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/","og_site_name":"Customer Service Culture","article_published_time":"2020-08-18T09:01:31+00:00","article_modified_time":"2023-01-24T17:18:25+00:00","og_image":[{"width":800,"height":400,"url":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/speak.jpg","type":"image\/jpeg"}],"author":"Paolo Fabrizio","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Paolo Fabrizio","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#article","isPartOf":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/"},"author":{"name":"Paolo Fabrizio","@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45"},"headline":"Do you speak Digital Customer Service?","datePublished":"2020-08-18T09:01:31+00:00","dateModified":"2023-01-24T17:18:25+00:00","mainEntityOfPage":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/"},"wordCount":542,"commentCount":0,"publisher":{"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45"},"image":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#primaryimage"},"thumbnailUrl":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/speak.jpg","keywords":["digital support","tone of voice"],"articleSection":["Digital Customer Service"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/","url":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/","name":"Do you speak Digital Customer Service? - Customer Service Culture","isPartOf":{"@id":"https:\/\/customerserviceculture.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#primaryimage"},"image":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#primaryimage"},"thumbnailUrl":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/speak.jpg","datePublished":"2020-08-18T09:01:31+00:00","dateModified":"2023-01-24T17:18:25+00:00","description":"Effective Digital Customer Service is based on successful conversations meaning taking care of each of them in details. 2 steps to help you leverage them.","breadcrumb":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#primaryimage","url":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/speak.jpg","contentUrl":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/speak.jpg","width":800,"height":400,"caption":"speak"},{"@type":"BreadcrumbList","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-you-speak-digital-customer-service\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/customerserviceculture.com\/en\/"},{"@type":"ListItem","position":2,"name":"Do you speak Digital Customer Service?"}]},{"@type":"WebSite","@id":"https:\/\/customerserviceculture.com\/#website","url":"https:\/\/customerserviceculture.com\/","name":"Customer Service Culture","description":"Conversations that sell","publisher":{"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/customerserviceculture.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":["Person","Organization"],"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45","name":"Paolo Fabrizio","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g","caption":"Paolo Fabrizio"},"logo":{"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/"},"description":"Digital Customer Service Consultant, Trainer, Author, Speaker. Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, \u00e8 autore di libri tematici e speaker a convegni in Italia e all'estero. Lecturer all'Universit\u00e0 Bicocca di Milano","sameAs":["http:\/\/socialmediascrum.com","https:\/\/www.linkedin.com\/in\/paolosocialcustomerservice\/"],"url":"https:\/\/customerserviceculture.com\/en\/author\/paolo-fabrizio\/"}]}},"_links":{"self":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts\/22869","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/comments?post=22869"}],"version-history":[{"count":77,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts\/22869\/revisions"}],"predecessor-version":[{"id":32818,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts\/22869\/revisions\/32818"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/media\/23027"}],"wp:attachment":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/media?parent=22869"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/categories?post=22869"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/tags?post=22869"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}