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Robin Singh

How to Create A Knowledge Base Portal That Your Customers Will Love

Your Guide To Creating A Knowledge Base Portal

For 12% of customers across the globe, not being able to resolve issues on their own, forms the most frustrating aspect of poor service experience. With the mounting expectations of customers for seamless self-service experiences, creating a knowledge base portal that provides instant answers to questions is becoming a need of the hour.  To satisfy…


Susan Gilbert

12 Digital Marketing, Content Curation, and Social Listening Tools

Digital Marketing, Content Curation, and Social Listening Tools

The following is made up of 3 “Business Tips” articles, each of which talks about 4 helpful tools and resources around a specific area of your business. Today, the subjects are: Digital Marketing Content Curation Social Listening tools 4 Unique Digital Marketing Tools 1) Get information faster – Spritz Read content faster and save more time to…


Dhruv Mehta

5 Ways AI Can Fuel Your Customer Engagement Strategy

Using AI In Your Customer Engagement Strategy

“Can artificial intelligence actually help connect with customers, let alone engage them?” Nod, if you too have wondered about this at one point or another. The answer is deceptively simple: AI has direct and indirect applications, both of which ultimately benefit the end-customer. Take a look at what the data tells us: Increased user engagement…


Paolo Fabrizio

2 Secret Ingredients For Rock Solid Digital Customer Service

Rock Solid Digital Customer Service

Yes, the situation is still complex but it’s not the same as one month ago. While one month ago most organizations were stuck on ‘what shall we do now’ many of them have already moved on and that’s good news. Meanwhile, a large number of consumers all over the world have sought assistance through digital…



Paolo Fabrizio

How To Use Digital Customer Service To Make Business Alliances

Use Digital Customer Service To Build Business Alliances

‘Tool’ is definitely one the most frequently used terms in Digital Customer Service. But it is overvalued. Actually it’s just part of the solution. In fact, even though tools are very important, they are not enough to deliver excellent and consistent customer experiences. The other missing ingredient? People soft skills, meaning those who daily interact…


Paolo Fabrizio

What Will You Do When Your Customer Screws Up?

What Will You Do When The Customer Screws Up?

Nobody’s perfect – neither you nor your customers. In fact, sometimes even the most admired brands make customer service mistakes. But they typically have the ability to turn such pitfalls into great customer experiences. In this article though I’m going to focus on the other side of the coin: helping you fix issues that you…


Dipti Parmar

Win the B2B Race with These 3 Customer Experience Masterstrokes

B2B CUSTOMER EXPERIENCE

When we think customer experience, we typically picture beautiful, well-laid-out stores, a clean and easy to navigate website, and helpful customer service. Retail, largely. But customer experience matters just as much, if not more, in a B2B setting. When you deal directly with businesses, instead of individual consumers, you soon realize that more than anything…


Paolo Fabrizio

3 Common Customer Service Sins To Get Rid Of

Common Customer Service Sins

Last Monday I had an interesting conversation with Paul, an English colleague of mine. As we are both 100% customer service focussed, we usually talk about this topic. But this time, we did so in a different way, asking each other: ‘what’s the biggest customer service pain point in your local market?’ This simple question…


Paolo Fabrizio

Don’t Let Constraints Kill Customer Service

Don't Let Constraints Kill Customer Service

“I wish I could, but unfortunately I can’t…”. That’s the typical sentence that expresses a sense of frustration. Did you ever utter these words? Well, in the past I did it more than once. Today I hear many people saying similar things – whether they refer to their life or their jobs. As a consultant, I…


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