{"id":27812,"date":"2022-01-05T09:10:00","date_gmt":"2022-01-05T08:10:00","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=27812"},"modified":"2022-01-23T19:07:34","modified_gmt":"2022-01-23T18:07:34","slug":"harness-digital-conversations-thru-departments","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/harness-digital-conversations-thru-departments\/","title":{"rendered":"Harness digital conversations thru departments"},"content":{"rendered":"<p>When I started my career as Digital Customer\u00a0Service consultant I used to have few certitudes. One of them? I would have dealt just with customer support people (managers, team leaders, agents). Indeed I used to think that other departments would not understand benefits they could obtain leveraging digital conversations. 7 years on I&#8217;m happy to say that I was wrong, having worked also with <strong>different business areas<\/strong>: that&#8217;s why I&#8217;m going to share my experience here.<!--more--><\/p>\n<h2><strong>From traditional channels to digital conversations<\/strong><\/h2>\n<p>It&#8217;s no secret that from March 2020 on many people had to open their oyes regarding digital support, thus <em>digital conversations<\/em><strong>.<\/strong> Whether it is over social media, live chat, video chat or messaging many <strong>customer service managers<\/strong> had to quickly take important decisions:<\/p>\n<ul>\n<li>Re-shaping their business model integrating one or more digital support channel and, accordingly, setting up ad hoc Tone of Voice guidelines and KPIs.<\/li>\n<li>Selecting an effective omni-channel platform considering both current and future needs at scale.<\/li>\n<li>Getting their support team up-skilled as per each channel, turning them into <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/DCSP-EN\">digital conversations specialists<\/a><\/span>.<\/li>\n<\/ul>\n<h2><strong><span style=\"color: #000000;\">The rise of cross-functional interactions [my experience]<\/span><\/strong><\/h2>\n<p>With the rise of Digital Customer Service adoption of these last two years new stakeholders have become interested. Consequently, as a customer service consultant and trainer, I&#8217;ve had the opportunity to work also with further departments such as Marketing and HR. So I guess now you may be wondering: <em>&#8216;what were their needs?&#8217;\u00a0<\/em>The answer lies in my experiences below:<\/p>\n<p><strong>Marketing<\/strong>\u00a0&#8211; they have always owned social media for many years, but now customers use such channel to ask for information, support or just to make a complaint (i.e. customer service queries). Therefore I brought at the same table Marketing and Customer Service to improve internal communication and share mutual insights. <em>Main achieved benefits<\/em>: both departments have gained operational efficiency and reduced frictions one another, as well as increasing overall customer service \/ experience.<\/p>\n<p><strong>HR<\/strong> &#8211; they also provide support for internal customers (colleagues) on a vast array of topics: e.g. hiring \/ dismissing staff, salary, taxation, calculations, annual leave, fringe benefits, reimbursement procedures, just to name a few. Therefore also HR departments have to deal with\u00a0<strong>many digital conversations<\/strong> on a daily basis! One client I&#8217;ve worked with is the HR team of a big corporate, serving internal customers over email and Live Chat channels. I&#8217;ve trained the whole HR team helping them significantly decrease the number of redundant incoming queries and letting them &#8216;sell the value&#8217; of\u00a0<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/32PPeGM\">internal support<\/a><\/span> they provide to their colleagues.<\/p>\n<p><span style=\"color: #333333;\">[Infographic]: see below my 2021 consulting and training activities broken down for business areas I&#8217;ve worked with. (Customer Service, Marketing and HR clients). If yo want to know more details just <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"mailto:paolo@customerserviceculture.com\">drop me a line<\/a><\/span>.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-27947\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/Business-areas.png\" alt=\"Business areas\" width=\"599\" height=\"434\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/Business-areas-200x145.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/Business-areas-300x217.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/Business-areas-400x290.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/Business-areas-600x434.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/Business-areas-768x556.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/Business-areas-800x579.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/Business-areas-1024x742.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/Business-areas-1200x869.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/Business-areas.png 1334w\" sizes=\"auto, (max-width: 599px) 100vw, 599px\" \/><\/p>\n<h2><strong>How to leverage your digital conversations<\/strong><\/h2>\n<p>Are you a customer service, marketing or HR <strong>manager<\/strong>? I&#8217;ve designed three\u00a0<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/coaching-EN\">1-to-1 coaching itineraries<\/a><\/span>\u00a0to help you master internal and external interactions over digital channels. Thus to optime your time, efforts and results. Learn about &#8216;Digital Customer Service Manager&#8217;, &#8216;Crisis Response&#8217; and &#8216;Digital Customer Service Team&#8217;. \u2193<\/p>\n<p><a href=\"https:\/\/customerserviceculture.com\/en\/1-to-1-coaching\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-27332\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching.png\" alt=\"1-to-1 Coaching\" width=\"800\" height=\"313\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-200x78.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-300x117.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-400x157.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-600x235.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-768x301.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-800x313.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-1024x401.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-1200x470.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching.png 1946w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/a><\/p>\n<p><span style=\"color: #999999;\"><em>Image Credit: Unsplash.com<\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When I started my career as Digital Customer\u00a0Service consultant I used to have few certitudes. One of them? I would have dealt just with customer support people (managers, team leaders, agents). Indeed I used to think that other departments would not understand benefits they could obtain leveraging digital conversations. 7 years on I&#8217;m happy to [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":28021,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[111,835,834],"class_list":["post-27812","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-customer-service","tag-experience","tag-internal-customer-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Harness digital conversations thru departments - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Digital conversations are not just a customer service thing. Having helped other departments (Marketing, HR) I&#039;m glad to share my experience in this article\" \/>\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\/harness-digital-conversations-thru-departments\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Harness digital conversations thru departments - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Digital conversations are not just a customer service thing. Having helped other departments (Marketing, HR) I&#039;m glad to share my experience in this article\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/harness-digital-conversations-thru-departments\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2022-01-05T08:10:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-01-23T18:07:34+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/conversations.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=\"3 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\/harness-digital-conversations-thru-departments\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/harness-digital-conversations-thru-departments\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"Harness digital conversations thru departments\",\"datePublished\":\"2022-01-05T08:10:00+00:00\",\"dateModified\":\"2022-01-23T18:07:34+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/harness-digital-conversations-thru-departments\/\"},\"wordCount\":515,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/harness-digital-conversations-thru-departments\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/conversations.png\",\"keywords\":[\"customer service\",\"experience\",\"internal customer service\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/harness-digital-conversations-thru-departments\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/harness-digital-conversations-thru-departments\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/harness-digital-conversations-thru-departments\/\",\"name\":\"Harness digital conversations thru departments - Customer Service Culture\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/harness-digital-conversations-thru-departments\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/harness-digital-conversations-thru-departments\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/12\/conversations.png\",\"datePublished\":\"2022-01-05T08:10:00+00:00\",\"dateModified\":\"2022-01-23T18:07:34+00:00\",\"description\":\"Digital conversations are not just a customer service thing. 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