{"id":34535,"date":"2023-07-19T01:00:00","date_gmt":"2023-07-18T23:00:00","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=34535"},"modified":"2023-07-19T11:18:26","modified_gmt":"2023-07-19T09:18:26","slug":"5-ways-to-deliver-digital-sane-experiences","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/","title":{"rendered":"5 ways to deliver digital sane experiences"},"content":{"rendered":"

While most companies maintain a strong focus on digital tools and platforms, many consumers keep complaining about poor conversations they have with them. The harsh truth is that many brands are convinced they are delivering sane experiences, whereas customers have a pretty different opinion. So why such a huge perception gap? Where is the bottleneck<\/strong>? I’m going to share some experiences and examples to help you prevent it.<\/p>\n

The experience gap is on the rise<\/strong><\/h2>\n

Despite most of the companies claiming themselves to be ‘customer-centric’ – regardless of their industry or market – figures show a totally different scenario. In fact, more than a research has highlighted an overall digital customer experience worsening<\/strong> in the last couple of years. Amongst the latest, I’ve chosen this recent one because it clearly shows this terrible gap after surveying over 4.000 consumers in various countries and continents (Australia, Brazil, China, France, Germany, India, the UK and the USA).<\/p>\n

Here’s an eye-opening excerpt. \ud83d\udc47<\/p>\n

\"The<\/p>\n

Source: ‘The Autonomous Customer 2023’ – BT and Cisco<\/h6>\n

Why some digital experiences really suck <\/strong><\/h2>\n

All of us, as customers, expect digital support channels to make our lives easier. Meaning that we choose them to save our time and efforts <\/strong>– otherwise we would just pick traditional customer service channels. As a consultant, I observe that many issues arise whenever live chat, messaging or social media are being used without updating old fashioned customer engagement approach. In a nutshell, they lack of proper:<\/p>\n

    \n
  1. \u274c Processes<\/strong> – they have not been neither reviewed, nor adapted to each Digital Customer Service channel’s features as well as ever-changing customers expectations over each of them. Example: a company applying the procedures they’ve been using for year for email support….over Whatsapp! Don’t laugh about it, because I still see many doing such a rookie mistake.<\/li>\n
  2. \u274c Tone of voice<\/strong> – They have not set accordingly yet. As a result, digital customer experiences are inconsistent (e.g. customers getting puzzled after having interactions with two different agents over the same channel asking themselves – ‘did I really have a conversation with the same company?’<\/em>)<\/li>\n
  3. \u274c Conversational skills<\/strong> – (s*)it happens whenever all digital support channels are considered all the same, but they’re actually not! In fact by ignoring their main differences one another some companies wrongly underestimate they’re support team digital up-skilling needs. To prevent that, feel free to download the Digital Customer Service Personas\u00a9<\/a>, the skill-set framework designed as for live chat, video chat, social media and messaging apps conversations.<\/li>\n
  4. \u274c Customer engagement<\/strong> –\u00a0 consequently the customer service team have not been provided with ad hoc digital conversational training<\/a>, as per channel. Therefore agents use a single approach for all different channels, thus generating poor customer experiences (here’s a typical issue when adopting the same approach over messaging and live chat<\/a>!).<\/li>\n
  5. \u274c Proactive approach<\/strong> – agents just respond without trying to anticipate customer’s next move or need, even though customers do expect<\/em> proactivity when it comes to having digital customer service interactions. Therefore if you miss this point, don’t be surprised to get in return disappointing CSAT survey feedbacks.<\/li>\n<\/ol>\n

    How you can fix them<\/strong><\/h2>\n

    I’m sure that want to consistently deliver digital sane experiences. To achieve that make sure to run a check<\/strong> to all the above key areas, otherwise get ready to live in a fragile bubble (the perception gap between yours and customer’s). So how are you going to prevent that? What Digital Customer Service challenges are you currently facing?<\/p>\n

    Let’s share our Digital Customer Service experiences in this informal chat<\/a>.<\/p><\/blockquote>\n

    Have great conversations.<\/p>\n

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

    While most companies maintain a strong focus on digital tools and platforms, many consumers keep complaining about poor conversations they have with them. The harsh truth is that many brands are convinced they are delivering sane experiences, whereas customers have a pretty different opinion. So why such a huge perception gap? Where is the bottleneck? […]<\/p>\n","protected":false},"author":3,"featured_media":34593,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[918,919,917],"class_list":["post-34535","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-business-opportunities","tag-customer-relationships","tag-digital-customer-experiences"],"yoast_head":"\n5 ways to deliver digital sane experiences - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"many brands are convinced to deliver sane experiences, whereas many customers have a pretty different opinion. So where is the bottleneck?\" \/>\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\/5-ways-to-deliver-digital-sane-experiences\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 ways to deliver digital sane experiences - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"many brands are convinced to deliver sane experiences, whereas many customers have a pretty different opinion. So where is the bottleneck?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2023-07-18T23:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-07-19T09:18:26+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/sane-experiences.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=\"4 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\/5-ways-to-deliver-digital-sane-experiences\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"5 ways to deliver digital sane experiences\",\"datePublished\":\"2023-07-18T23:00:00+00:00\",\"dateModified\":\"2023-07-19T09:18:26+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/\"},\"wordCount\":597,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/sane-experiences.png\",\"keywords\":[\"business opportunities\",\"customer relationships\",\"digital customer experiences\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/\",\"name\":\"5 ways to deliver digital sane experiences - Customer Service Culture\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/sane-experiences.png\",\"datePublished\":\"2023-07-18T23:00:00+00:00\",\"dateModified\":\"2023-07-19T09:18:26+00:00\",\"description\":\"many brands are convinced to deliver sane experiences, whereas many customers have a pretty different opinion. So where is the bottleneck?\",\"breadcrumb\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#primaryimage\",\"url\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/sane-experiences.png\",\"contentUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/sane-experiences.png\",\"width\":800,\"height\":400,\"caption\":\"sane experiences\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/customerserviceculture.com\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"5 ways to deliver digital sane experiences\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/customerserviceculture.com\/#website\",\"url\":\"https:\/\/customerserviceculture.com\/\",\"name\":\"Customer Service Culture\",\"description\":\"Conversations that sell\",\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/customerserviceculture.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":[\"Person\",\"Organization\"],\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\",\"name\":\"Paolo Fabrizio\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g\",\"caption\":\"Paolo Fabrizio\"},\"logo\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/\"},\"description\":\"Digital Customer Service Consultant, Trainer, Author, Speaker. Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, \u00e8 autore di libri tematici e speaker a convegni in Italia e all'estero. Lecturer all'Universit\u00e0 Bicocca di Milano\",\"sameAs\":[\"http:\/\/socialmediascrum.com\",\"https:\/\/www.linkedin.com\/in\/paolosocialcustomerservice\/\"],\"url\":\"https:\/\/customerserviceculture.com\/en\/author\/paolo-fabrizio\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"5 ways to deliver digital sane experiences - Customer Service Culture","description":"many brands are convinced to deliver sane experiences, whereas many customers have a pretty different opinion. So where is the bottleneck?","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/","og_locale":"en_US","og_type":"article","og_title":"5 ways to deliver digital sane experiences - Customer Service Culture","og_description":"many brands are convinced to deliver sane experiences, whereas many customers have a pretty different opinion. So where is the bottleneck?","og_url":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/","og_site_name":"Customer Service Culture","article_published_time":"2023-07-18T23:00:00+00:00","article_modified_time":"2023-07-19T09:18:26+00:00","og_image":[{"width":800,"height":400,"url":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/sane-experiences.png","type":"image\/png"}],"author":"Paolo Fabrizio","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Paolo Fabrizio","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#article","isPartOf":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/"},"author":{"name":"Paolo Fabrizio","@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45"},"headline":"5 ways to deliver digital sane experiences","datePublished":"2023-07-18T23:00:00+00:00","dateModified":"2023-07-19T09:18:26+00:00","mainEntityOfPage":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/"},"wordCount":597,"commentCount":0,"publisher":{"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45"},"image":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#primaryimage"},"thumbnailUrl":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/sane-experiences.png","keywords":["business opportunities","customer relationships","digital customer experiences"],"articleSection":["Digital Customer Service"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/","url":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/","name":"5 ways to deliver digital sane experiences - Customer Service Culture","isPartOf":{"@id":"https:\/\/customerserviceculture.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#primaryimage"},"image":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#primaryimage"},"thumbnailUrl":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/sane-experiences.png","datePublished":"2023-07-18T23:00:00+00:00","dateModified":"2023-07-19T09:18:26+00:00","description":"many brands are convinced to deliver sane experiences, whereas many customers have a pretty different opinion. So where is the bottleneck?","breadcrumb":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#primaryimage","url":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/sane-experiences.png","contentUrl":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/sane-experiences.png","width":800,"height":400,"caption":"sane experiences"},{"@type":"BreadcrumbList","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-ways-to-deliver-digital-sane-experiences\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/customerserviceculture.com\/en\/"},{"@type":"ListItem","position":2,"name":"5 ways to deliver digital sane experiences"}]},{"@type":"WebSite","@id":"https:\/\/customerserviceculture.com\/#website","url":"https:\/\/customerserviceculture.com\/","name":"Customer Service Culture","description":"Conversations that sell","publisher":{"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/customerserviceculture.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":["Person","Organization"],"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45","name":"Paolo Fabrizio","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g","caption":"Paolo Fabrizio"},"logo":{"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/"},"description":"Digital Customer Service Consultant, Trainer, Author, Speaker. Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, \u00e8 autore di libri tematici e speaker a convegni in Italia e all'estero. Lecturer all'Universit\u00e0 Bicocca di Milano","sameAs":["http:\/\/socialmediascrum.com","https:\/\/www.linkedin.com\/in\/paolosocialcustomerservice\/"],"url":"https:\/\/customerserviceculture.com\/en\/author\/paolo-fabrizio\/"}]}},"_links":{"self":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts\/34535","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/comments?post=34535"}],"version-history":[{"count":89,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts\/34535\/revisions"}],"predecessor-version":[{"id":34746,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts\/34535\/revisions\/34746"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/media\/34593"}],"wp:attachment":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/media?parent=34535"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/categories?post=34535"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/tags?post=34535"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}