Category: Customer Service

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…


Lucy Manole
April 29, 2021

12 Neuromarketing Techniques That Will Continue to Rule the Marketing Realm

Neuromarketing Techniques

Neuromarketing is a market research technique that helps marketers procure and assess accurate insights into various consumer behaviors. These insights are used to customize marketing solutions based on consumer needs and elicit specific favorable responses to marketing content, advertisements, and product packaging. Various technological advancements have been instrumental in aiding the growth of neuromarketing, such…


Ashwini Dave
April 22, 2021

How To Use Customer Service To Retain Customers And Boost Your Sales

Retain Customers And Boost Your Sales With Great Customer Service

According to HubSpot Research, 93% of customers are likely to make repeat purchases with companies offering excellent customer service. Additionally, happy customers are likely to share their positive experiences and refer about 11 people, acting as the perfect mouthpieces for your brand. On the other hand, poor customer service can cost you heavily. American companies…


George Mathew
April 21, 2021

How to Create B2B ToFu Content with the Help of Customer Support

B2B ToFu Content

For many B2B businesses, content is their lifeblood. Content helps them bring organic traffic, establishes expertise, and gets them leads. For many others, publishing hundreds of articles isn’t getting them the return they’d hoped to. This begs the question: Is the content you’re creating disconnected from what your customers want from you? This post aims…


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…


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