{"id":25037,"date":"2021-03-31T09:36:49","date_gmt":"2021-03-31T07:36:49","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=25037"},"modified":"2021-03-31T09:41:56","modified_gmt":"2021-03-31T07:41:56","slug":"how-to-use-digital-conversations-to-boost-your-kpis","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-use-digital-conversations-to-boost-your-kpis\/","title":{"rendered":"How to use digital conversations to boost your KPIs"},"content":{"rendered":"<p>If you work in the customer service arena, you know that metrics play a key role. In fact you may use them to make sure you&#8217;re sailing on the right route as well as destination (aka your goals). That&#8217;s why, instead of yet another article listing the &#8216;best metrics&#8217;, here&#8217;s something really useful for you. I&#8217;m talking about the way to leverage your <strong>digital conversations<\/strong>\u00a0with customers to <strong>boost your KPIs<\/strong>. Got your attention?<!--more--><\/p>\n<h2><strong>Digital conversations are not all the same<\/strong><\/h2>\n<p>First off, when talking about digital conversations I refer to online <strong>assisted channels<\/strong>\u00a0to provide customer support. In a nutshell:<\/p>\n<ul>\n<li>Social Media \u2192 Facebook, Twitter, Instagram (with different use and nuances according to specific industries).<\/li>\n<li>Live Chat \u2192 whether it&#8217;s positioned within your web site as widget or in your apps<\/li>\n<li>Instant messaging apps \u2192 FB Messenger, <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/34lLb2b\">Whatsapp<\/a><\/span> and Telegram<\/li>\n<li>Online reviews \u2192 Google my Business, Trustpilot, Yelp<\/li>\n<li>Video chat \u2192 platforms enabling video live interactions<\/li>\n<\/ul>\n<p>Being that said, how can you leverage digital conversation? More importantly though, how can you <strong>link\u00a0them<\/strong> to your Digital Customer Service <strong>KPIs<\/strong>?<\/p>\n<h2><strong>Analyze, practice, improve. Then repeat again.<\/strong><\/h2>\n<p>As digital conversations flow through channels having different engagement rules, a one-size-fits-all approach generates poor results. What I&#8217;ve seen instead, working with clients from various industries and countries is that front line staff need to practice digital conversations either &#8216;<em>online<\/em>&#8216; talking with customers, and &#8216;<em>offline<\/em>&#8216; with a <strong>continuous improvement<\/strong> approach. Now let me dive into the <em>offline phase<\/em> because it&#8217;s where you can take your digital interactions to the next level, thus optimizing overall customer relationship. The most effective way to achieve robust results in the long run is keeping your support team constantly trained and engaged, using this\u00a0\u00a0<strong>3-step framework<\/strong>:<\/p>\n<p><a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-25085\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Framework-CSC.jpg\" alt=\"Framework CSC\" width=\"800\" height=\"450\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Framework-CSC-200x113.jpg 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Framework-CSC-300x169.jpg 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Framework-CSC-400x225.jpg 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Framework-CSC-600x338.jpg 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Framework-CSC-768x432.jpg 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Framework-CSC-800x450.jpg 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Framework-CSC.jpg 960w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/a><\/p>\n<p><strong>1. Analyze &amp; link to your KPIs<\/strong>\u00a0&#8211; get a sample of your handled conversations under the microscope. Highlight the engagement dynamics (what worked well \/ what can be improved focussing on the reason why).<\/p>\n<p><strong>2. Practice &amp; improve<\/strong> &#8211; involve your customer support team in active training sessions where they can test their ongoing improvements as per specific channel and or situation (e.g. handling a complaining customer&#8217;s).<\/p>\n<p><strong>3. Repeat again<\/strong> &#8211; set up regular coaching and 1-to-1 mentoring sessions with your digital customer assistants to keep them trained and\u00a0<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/3sOY9jv\">consolidate<\/a><\/span> your digital caring results.<\/p>\n<p>&#8230;Pssst! Have a look behind the scenes! Here&#8217;s a sneek peak taken from <em>step n\u00b0 2<\/em>. A laboratory where front line agents have practiced real-time digital conversations followed by an in-depth analysis engaging the whole team. That&#8217;s one of the <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/training\/\">most exciting activities<\/a><\/span>\u00a0according to my clients!<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-25067\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Laboratory.jpg\" alt=\"Laboratory\" width=\"801\" height=\"583\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Laboratory-200x146.jpg 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Laboratory-300x218.jpg 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Laboratory-400x291.jpg 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Laboratory-600x437.jpg 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Laboratory-768x559.jpg 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Laboratory-800x583.jpg 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Laboratory-1024x746.jpg 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Laboratory-1200x874.jpg 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Laboratory.jpg 2862w\" sizes=\"auto, (max-width: 801px) 100vw, 801px\" \/><\/p>\n<h2><strong>So how about you?<\/strong><\/h2>\n<p>How are you working on digital customer service conversations? Are you already leveraging them to boost your KPIs? Watch this <strong>short interactive video<\/strong>\u00a0to start our private conversation &#8211; you may respond using text, audio or video!<\/p>\n<p><iframe loading=\"lazy\" style=\"border: none; border-radius: 24px;\" src=\"https:\/\/ask.customerserviceculture.com\/fdbazj2wk\" width=\"100%\" height=\"600px\"><\/iframe><\/p>\n<p><span style=\"color: #999999;\"><em>Credit image: Unsplash.com<\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you work in the customer service arena, you know that metrics play a key role. In fact you may use them to make sure you&#8217;re sailing on the right route as well as destination (aka your goals). That&#8217;s why, instead of yet another article listing the &#8216;best metrics&#8217;, here&#8217;s something really useful for you. [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":25150,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[766,797,796],"class_list":["post-25037","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-customers","tag-kpis","tag-online-conversations"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to use digital conversations to boost your KPIs - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"After setting up goals and choosing the right metrics, it&#039;s time to take your digital customer service conversations to the nxt level to boost your KPIs.\" \/>\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\/how-to-use-digital-conversations-to-boost-your-kpis\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to use digital conversations to boost your KPIs - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"After setting up goals and choosing the right metrics, it&#039;s time to take your digital customer service conversations to the nxt level to boost your KPIs.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-use-digital-conversations-to-boost-your-kpis\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2021-03-31T07:36:49+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-03-31T07:41:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Boost-your-KPIs.png\" \/>\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\/png\" \/>\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\/how-to-use-digital-conversations-to-boost-your-kpis\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-use-digital-conversations-to-boost-your-kpis\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"How to use digital conversations to boost your KPIs\",\"datePublished\":\"2021-03-31T07:36:49+00:00\",\"dateModified\":\"2021-03-31T07:41:56+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-use-digital-conversations-to-boost-your-kpis\/\"},\"wordCount\":474,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-use-digital-conversations-to-boost-your-kpis\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/03\/Boost-your-KPIs.png\",\"keywords\":[\"customers\",\"KPIs\",\"online conversations\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-use-digital-conversations-to-boost-your-kpis\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-use-digital-conversations-to-boost-your-kpis\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-use-digital-conversations-to-boost-your-kpis\/\",\"name\":\"How to use digital conversations to boost your KPIs - 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