February 8, 2022
Less Social, More Customer Service Please
While messaging and video are on the rise, social media is getting old. The main reasons? Time flies and most early adopters are not kids anymore, and youngsters prefer apps because they consider social media as boring. Such a shift in the last 2-3 years wasn’t nearly as fast though, from an organization’s standpoint. In…
January 5, 2022
How Do You Hire Your Customer Service Team? [Video]
Choosing the right people for your customer service team is vital. This is more true than ever, as the volume of digital conversations has soared in the last two years. Nevertheless, when it comes to hiring people, internally or externally, accuracy is often being underestimated; especially its direct impact on overall customer experiences. Therefore, once…
December 31, 2021
Curatti Best Articles of 2021 (And Happy New Year 2022!)
2021 is finally over! While it was definitely better than its predecessor, I don’t suppose it met too many people’s hopes or expectations. I hope that some who read this were amongst the success stories. Please leave a comment if that describes you. We all love to hear good news! My prediction, for what it’s…
December 7, 2021
Get Your Digital Customer Service Fit and Uniform
When we are not in good shape we avoid our mirror because we don’t won’t like what we see. Because we don’t want to face the truth: we maybe put on some unwelcome weight. I know that this is not a fair starting point, but as we’re just a few weeks away from Christmas, it’s…
November 2, 2021
What You Need To Do To Bridge The Digital Customer Service Gap
Yesterday evening I watched an old movie based on the strong bond between a teacher and his students. Their solid relationship was put in jeopardy due to a sudden change, a new teaching method. In fact, it had originated a dangerous tension between them. I won’t spoil the end of the story but I can…
October 7, 2021
Are You Surfing or Suffering Digital Customer Support?
From the beginning of the pandemic, many companies had to cope with digital customer support as the demand suddenly grew. Whatever the industry or countries, they had to handle conversations with customers across new digital channels such as social media, live and video chat, and instant messaging apps. Some organizations had started earlier their own…
September 7, 2021
5 Questions That Will 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…
August 3, 2021
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…
July 6, 2021
How To Make Best Use of 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…
June 1, 2021
Build Your 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…
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