{"id":33427,"date":"2023-03-29T11:07:36","date_gmt":"2023-03-29T09:07:36","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=33427"},"modified":"2023-03-29T12:30:22","modified_gmt":"2023-03-29T10:30:22","slug":"the-most-demanding-goal-in-digital-support","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-most-demanding-goal-in-digital-support\/","title":{"rendered":"The most demanding goal in digital support"},"content":{"rendered":"

Some say they are focussing on strategical, others instead on operational ones. The fact is that many Digital Customer Service managers I have conversations with are facing a demanding goal which is crucial to consolidate<\/strong> all achieved results. Before I deep dive into it, let me ask you in advance your feedback at the end of this article, because I’m curious to know if you’re currently facing it.<\/p>\n

Spreading customer service culture<\/strong><\/h2>\n

There is indeed a demanding goal that only some brands are already living and breathing it. But they are pretty struggling. I’m talking about companies that have already embraced Digital Customer Service a few years ago and already developed an effective road map<\/a>. Thus, they have already enjoyed and consolidated good results. However their customer service directors \/ managers realize that they need to overcome a huge hurdle: spreading<\/strong> ‘customer culture<\/strong>‘ across the whole organization, which means C-level and\u00a0other main stakeholders (e.g. Marketing, Sales, IT, Finance managers).<\/p>\n

Towards a new strategic model<\/strong><\/h2>\n

Of course achieving that is everything but simple because you need to be able to let them change their mindset<\/em> and accept that Digital Customer Service plays a key strategic role<\/strong>. More specifically, considering each online conversation <\/em>the common river to be kept clear and healthy throughout the whole customer journey. Accordingly, strengthening both internal communication and co-operation across departments to meet and exceed customer’s expectations pillars:<\/p>\n

    \n
  1. Speed<\/strong> – they use live chat, messaging ore social media to get faster responses compared to traditional support channels (phone, email).<\/li>\n
  2. Efficiency<\/strong> – getting a quick reply is not enough. Customers’ expect to receive immediate solutions or at least proactive actions that demonstrate how your team is going to fix that issue.<\/li>\n
  3. Transparency<\/strong> – if anything is not working well, or you just screwed up, they want to you let them know immediately. They don’t want to find it out by themselves later.<\/li>\n
  4. Reliability<\/strong> – how do you manage customer’s emotions in case of issues? How do you effectively deal with the issue? How do you reassure the customer after fixing it?<\/li>\n<\/ol>\n

    \"Customer<\/p>\n

    \ud83d\udde3\ufe0f Pssst…feel free to share this infographic with your peers!<\/p>\n

    How are things with you?<\/strong><\/h2>\n

    Spreading customer culture<\/a> is the last mile that will let your whole organization meet the digital customer’s ever changing expectations. I know it’s hard to overcome internal resistance, but you’re not alone and some companies I work with have already enjoyed good results: gradually and consistently. Now I’m curious to know about your journey, so how is your Digital Customer Service doing? What challenges are you facing to share customer culture?<\/p>\n

    Let me know about your experience here<\/a> or just send me a voice message<\/a>.<\/p><\/blockquote>\n

    Have great conversations.<\/p>\n

    Image credit: Unsplash.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

    Some say they are focussing on strategical, others instead on operational ones. The fact is that many Digital Customer Service managers I have conversations with are facing a demanding goal which is crucial to consolidate all achieved results. Before I deep dive into it, let me ask you in advance your feedback at the end […]<\/p>\n","protected":false},"author":3,"featured_media":33477,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[773,746,821],"class_list":["post-33427","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-business-2","tag-digital-customer-service-2","tag-managers"],"yoast_head":"\nThe most demanding goal in digital support - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Many customer service managers I have conversations with are facing a demanding goal to consolidate digital support results. 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