{"id":29473,"date":"2022-03-30T16:26:28","date_gmt":"2022-03-30T14:26:28","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=29473"},"modified":"2022-03-30T16:33:55","modified_gmt":"2022-03-30T14:33:55","slug":"why-digital-customer-conversations-pay-off","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/why-digital-customer-conversations-pay-off\/","title":{"rendered":"Why digital customer conversations pay off"},"content":{"rendered":"

As more and more organizations and industries embrace Digital Customer Service, they become aware of a vast array of business opportunities. Some of them though, get stuck when facing the first difficulties questioning their whole journey (!). Main reason for that is that they lose sight on the bigger picture. Those instead who have enjoyed consistent results maintain focus<\/strong> on interactions because digital customer conversations pay off.<\/p>\n

‘Well, it did not work…’<\/strong><\/h2>\n

Even if you invest in the most innovative tools, such as omni-channel platforms integrating social media, live chat and messaging you may be yet providing poor customer experiences.<\/em> In fact some customer service managers I have regular conversations with complain about their KPIs hiccups (e.g CSAT floating up and down every 2-3 months over social media, whilst having lower or higher rates over other channels). Such situations for them is like sailing on a sea with unpredictable weather conditions – not the best one, uh? Moreover, as a consequence, customer service agents tend to feel frustrated and overstressed. This is the ‘issue in the issue’ because motivation is key to provide good-to-great customer experience; I know it from first hand experience since I used to be a support agent some years ago. That’s why smart organizations who have successfully leveraged Digital Customer Service have also empowered their support teams<\/a><\/span>.<\/p>\n

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Channels are tubes, digital conversations are waters.<\/a><\/div>\n

Click To Tweet<\/a><\/p>\n

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‘It did work because…’<\/strong><\/h2>\n

Now let me walk you into the core of this piece, because it’s the most fruitful indeed. I’m talking about taking care of digital conversations<\/span><\/a> in details, because:<\/p>\n