Curatti

Going Digital? You Need a Customer Information Hub

  • Paolo Fabrizio

    • More and more customers are using digital channels to knock on brands’ doors because they want to get fast and effective replies to their queries. While some brands are already adapting to this new customer service scenario, others remain hesitant when it comes to investing in Digital Customer Service.

    On one hand, it is a matter of integrating new support channels (e.g. Facebook, Twitter, Live Chat, instant messaging apps). On the other, it is paramount to meet new customer’s expectations. In this article, I will help you build your customer information hub.

    Why Customers Want Digital Customer Service?

    Even though there may be different answers, customers tend to appreciate digital support channels for some specific reasons. In this regard, CCA & Vodafone have published a report: “Digital is the future for customer service so why the indecision?“ It contains interesting results and highlighting most frequent customer’s wishes. Here’s a sneak peek below.

    You can read the full report here.

    Building a customer information hub

    If you want to deliver excellent customer service on multiple channels there are no shortcuts: you need to invest in technology. It becomes crucial, in fact, to get a digital dashboard with:

    These are just the basics when it comes to choosing a digital customer service platform. However, if you want to dive into the main features, you can read all the must-have’s here. With this regard I help brands choose the best digital customer service platform according to their specific needs. If you need a similar ‘scouting service’ do not hesitate to get in touch with me → paolo@socialmediascrum.com.

    Over to you

    Optimizing conversations on digital channels is a must either to meet customer’s expectations and take advantage of delivering superior support. Let the latter become your key differentiator to smash your competitors.

    What digital channels are you going to integrate into your customer service?

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    You may also want to read: 9 Reasons to Adopt a Knowledge Base for Your Website or other knowledge base articles by Robin Singh

    Featured image: Copyright: ‘https://www.123rf.com/profile_vallepu‘ / 123RF Stock Photo

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    Paolo Fabrizio

    Digital Customer Service Consultant, Trainer, Author, Speaker. Paolo has been helping companies to harness digital customer service as a business driver. Founder of CustomerServiceCulture, author of books and speaker at conferences in Italy and abroad. Lecturer at the Bicocca University of Milan