Articles by Paolo Fabrizio

Paolo Fabrizio
September 7, 2021

5 Questions That Will Improve Your Customer Service

Questions To Improve Your Customer Service

Nowadays, we’re all in the business of conversations. In fact, owning the best products or services is not enough to win customers if they don’t perceive value. Furthermore, as the volume of online conversations has boomed and is bound to keep growing, that’s the new battleground where you may win, maintain, or lose customers. Are…


Paolo Fabrizio
August 3, 2021

How Much Is Your Customer Service Worth?

How Much Is Your Customer Service Worth?

It’s not easy to answer, uh? I’ve posed you this tough question because it helps you to consider both the present and future customer support within your organization. In fact, when you have to decide whether to launch a new project, chances are that you’ll focus on the return of investment – aka ROI. This…


Paolo Fabrizio
July 6, 2021

How To Make Best Use of Online Customer Reviews

Online Customer Reviews

So your customer decided to write an online review describing their experience and judging your organization. How many stars did you receive? Just one (very poor cx), three (decent), or an enthusiastic five-star review? What did the customer write in the comment section to add important details and motivation to their experience? Now take a…


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…


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