Articles by Paolo Fabrizio

Paolo Fabrizio
June 1, 2021

Build Your Digital Customer Service Ecosystem

Digital Customer Service Ecosystem

As human beings, whatever pains us quickly become our priorities. This is true in every facet of our life. When it comes to managing online conversations with customers, many priorities rise up, often at the same time. If you just focus on them though, you’re bound to lose sight of the big picture. To prevent…


Paolo Fabrizio
May 11, 2021

The Best Way to Start Your Live Chat Conversation

How To Start Your Live Chat Conversation

I often get asked ‘what’s the most challenging digital channel to deliver superior support?’ Since this question is directly linked to handling conversations, we need to look at each channel’s specific features (social media, live chat, messaging apps). My answer is definitely ‘live chat‘ because it presents many hidden hurdles. The first challenge is the…


Paolo Fabrizio
April 6, 2021

Digital Customers They Are a-Changing. Are You?

Your Customers They Are a-Changing - Are You?

In less than 24 months the demand for Digital Customer Service has literally boomed, regardless of the country or industry. This acceleration is the result though of an ongoing revolution that had started a few years ago: more and more consumers prefer to use social media, live chat, or messaging apps when asking for support.…


Paolo Fabrizio
March 2, 2021

Turn Customer Conversations Into Intimate Moments

Great Customer Conversations

“Don’t worry about a thing, it’s just you and me now.” This romantic phrase may let you think about a love story. Yet it may also occur between companies and customers. And when it does, something magic happens. Today, as the volume of digital customer conversations is growing by the hour all over the world,…


Paolo Fabrizio
February 9, 2021

Great Customer Service Is About More Than Answering Questions

There's More To Customer Service Than Just Answering Questions

Stereotypes get stronger if they aren’t quickly disproven. When it comes to providing customer support, a frequent one is thinking that front-line agents should only respond. Actually, this is just a partial view of the role of customer service since they need to do more than answering. In fact, when handling conversation, especially over digital…


Paolo Fabrizio
January 12, 2021

Does Your Customer Service Invite or Push People?

Does Your Customer Service Invite or Push People?

Whenever we ask somebody to take an action, we can adopt two different approaches. The first one to be more direct, sometimes even imperative, the second one less direct but more persuasive. When it comes to dealing with your customers, chances are that you’ll need to ask them to do something: Whether it is sending…


Paolo Fabrizio
December 8, 2020

How To Master Live Chat Support Conversations Like a Maestro

Master Live Chat Conversations

There’s a good chance that you are underrating Live Chat as a Digital Customer Service channel. Live Chat is not the newest Digital Support channel – certainly compared to messaging apps, for instance. And this often leads brands to underestimate its peculiar features and challenges. The result is poor customer experiences and employee frustration (for…


Paolo Fabrizio
November 10, 2020

The New Customer Service Refrain You’d Better Sing Along To

The New Digital Customer Service Refrain

When we listen to a new song, we tend to memorize sequences that are being repeated. Similarly, when having a conversation with customers both us and them will easily focus on concepts explained and confirmed. However, it’s important that we use different words and conversational inflections. We cannot come across as sounding as if this…


Paolo Fabrizio
October 6, 2020

How To Use WhatsApp Customer Support To Beat Your Competitors

WhatsApp Customer Support

Once upon a recent time, it took years for new communication tools to become customer support channels. I remember that during the 90’s we had long discussions within our claims department before deciding to respond to customers via email! Today everything happens much faster, especially changes in behavior and habits. In 2020 most people use…


Paolo Fabrizio
September 1, 2020

Get Ready For a Blended Customer Service Model

The Blended Customer Service Model

Like it or not, few workers around the world will be going back to their offices full time anytime soon. Some, however, will go in once or twice a week with the rest of the days spent working remotely. Since we do not know how long this ‘hybrid situation’ will remain, we’d better act as…


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