{"id":26855,"date":"2021-10-20T08:48:20","date_gmt":"2021-10-20T06:48:20","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=26855"},"modified":"2021-10-20T08:48:22","modified_gmt":"2021-10-20T06:48:22","slug":"how-to-become-a-digital-conversational-master","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-become-a-digital-conversational-master\/","title":{"rendered":"How to become a digital conversational master"},"content":{"rendered":"<p>Last week I attended a customer service conference in Milan, back in real person. As many companies were represented, I&#8217;ve had the opportunity to listen and learn about their <em>Digital Customer Service<\/em> journey: main steps, achieved results and next goals ahead. Most of them have made great cultural and operational improvements in a short span of time, so well done! Nevertheless, just a few of them have become a digital conversational master yet and that&#8217;s where best-in-class ones<strong> steal customers<\/strong> from competitors.<!--more--><\/p>\n<h2><strong>What customers think after having an experience<\/strong><\/h2>\n<p>Let me start from a crucial point. Online conversations, especially those about support queries, permeate so much customer experiences to influence consumers purchase decisions. Below typical emotional-related thoughts buzzing in consumers minds:<\/p>\n<ul>\n<li><em>&#8216;Are they still OK for me &#8211; or shall I switch to a competitor?&#8217;<\/em><\/li>\n<li><em>&#8216;It was a good experience and I will share \/ promote it&#8217;<\/em><\/li>\n<li><em>&#8216;Support was so outstanding that I may buy more products \/ services&#8230;&#8217;<\/em><\/li>\n<\/ul>\n<p>We&#8217;re talking about digital conversations\u00a0as from the pandemic on their volume is increasing day by day &#8211; and they&#8217;re here to stay as consumers find them easy and convenient. Accordingly, smartest organizations have acted upon that taking care of them in details, because each digital conversation is a <strong>business opportunity<\/strong>. They&#8217;ve invested in up-skilling itineraries for their support agents to let them be equipped with <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/social-customer-service-en\/digital-customer-service-personas-ebook\/\">ad hoc competencies<\/a><\/span>\u00a0for each specific digital channel (social media, live chat, video chat, messaging apps).<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-26919\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/DCS-channels-1.png\" alt=\"DCS channels\" width=\"2316\" height=\"1108\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/DCS-channels-1-200x96.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/DCS-channels-1-300x144.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/DCS-channels-1-400x191.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/DCS-channels-1-600x287.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/DCS-channels-1-768x367.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/DCS-channels-1-800x383.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/DCS-channels-1-1024x490.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/DCS-channels-1-1200x574.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/DCS-channels-1.png 2316w\" sizes=\"auto, (max-width: 2316px) 100vw, 2316px\" \/><\/p>\n<h2><strong>3 case studies to get inspired from<\/strong><\/h2>\n<p>As digital channels differ one another, engagement rules with customers vary. Underestimating that is like leaving the keys of a new red Ferrari to a 18 year old at his first driving day. The damage is done. To help you prevent dreadful customer experiences I\u2019m sharing case studies\u00a03 laser-focus <strong>case studies<\/strong>\u00a0based on activities carried out with my clients. So learn about three brands&#8217; main challenges, approach and achieved results by optimizing their conversations over <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/casestudySM\">social media<\/a><\/span>, <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/casestudyLC\">Live Chat<\/a><\/span> and <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/34lLb2b\">Whatsapp<\/a><\/span>.<\/p>\n<h2><strong>What support channel are you focused on?<\/strong><\/h2>\n<p>Becoming &#8216;digital conversational master&#8217; is a key business driver enabling you to leverage both online private and public channels. So I&#8217;m curious to know about you: what&#8217;s <strong>your current priority<\/strong>? Respond into this interactive video.\u00a0\u2193<\/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<blockquote><p>Learn about my Digital Customer Service <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">consulting<\/a><\/span> and <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/training\/\">training<\/a> <\/span>services.<\/p><\/blockquote>\n<p>Have great conversations.<\/p>\n<p><span style=\"color: #999999;\"><em>Image Credit: Unsplash.com<\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last week I attended a customer service conference in Milan, back in real person. As many companies were represented, I&#8217;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 [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":26938,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[766,796,791],"class_list":["post-26855","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-customers","tag-online-conversations","tag-upskilling"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to become a digital conversational master - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Since each online interaction is a business opportunity, become a digital conversational master to retain customers and steal them from your competitors.\" \/>\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-become-a-digital-conversational-master\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to become a digital conversational master - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Since each online interaction is a business opportunity, become a digital conversational master to retain customers and steal them from your competitors.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-become-a-digital-conversational-master\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2021-10-20T06:48:20+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-10-20T06:48:22+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/digital-conversational-master.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-become-a-digital-conversational-master\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-become-a-digital-conversational-master\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"How to become a digital conversational master\",\"datePublished\":\"2021-10-20T06:48:20+00:00\",\"dateModified\":\"2021-10-20T06:48:22+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-become-a-digital-conversational-master\/\"},\"wordCount\":394,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-become-a-digital-conversational-master\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/10\/digital-conversational-master.png\",\"keywords\":[\"customers\",\"online conversations\",\"upskilling\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-become-a-digital-conversational-master\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-become-a-digital-conversational-master\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-become-a-digital-conversational-master\/\",\"name\":\"How to become a digital conversational master - 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