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Paolo Fabrizio

From Bad to Great Conversations With Customers

How To Up Your Conversations With YOUR Customers

The words that we use can make or break a conversation. In fact timing, context and tone of voice play a crucial role in driving sentiment. When it comes to customer service, digital channels are useful but not enough themselves to have smooth, effective communications. How does that actually happen? How can we leverage conversations


Avinash Nair

The 3 Most Important Things to Outsource in an Online Business

What should you outsource?

If you’ve recently launched an eCommerce business, or are thinking of doing so, you’ve probably heard something along the lines of: “One of the best things about running an online business is the freedom it provides.” Running a virtual company does offer more freedom and flexibility than a traditional company might. There is no physical


Robert Caruso

Why Great Customer Service is Invaluable In Marketing

GREAT CUSTOMER SERVICE

In this article, Robert Caruso discusses how great customer service is a form of marketing. More specifically, if you get your customer service right, the word-of-mouth publicity could bring you more customers. It could also earn you brand advocates! This is It is another in our “Great Articles You may have missed” series. Great Customer


Paolo Fabrizio

Going Digital? You Need a Customer Information Hub

Customer Information Hub

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


Andy Capaloff

Why You Should Consider Outsourcing Your Content

Considering Outsourcing Your Content?

Should you consider outsourcing your content? There may be any number of factors that can help you to decide. And the same factors could (or should) also be applied to your: Lead Generation Social Media Scheduling Social Media Strategy and Management SEO Any other aspect of your business that an expert may be able to


Paolo Fabrizio

Stop Wasting Your Customer’s Time If You Want To Keep Them

Stop Wasting Your Customer's Time

Putting ourselves in our customer’s shoes is the best approach to serve them best. “Imagine that you need some information. You ask for it, but nobody answers. Also consider that you had paid that brand to get such information, but they just did not do it. So, how would you feel about that?”  I guess your


Paolo Fabrizio

3 Things To Know About A Customer Service Pilot

Customer Service Pilot

Are you planning to launch a new service or to integrate a new support channel? Well, before doing that, you’d better set a test phase during which you’ll get valuable feedback, insights and data. All of these results will enable you to wisely decide whether to ‘keep the new thing going’ or just abort it. So, what


Paolo Fabrizio

How To Manage Customer Service Triggers

Customer Service Triggers

A couple of weeks ago I met the customer service manager of a mid-sized company. He told me about their first pivotal attempt to deliver support thru digital channels, and why they’ve decided to quit after a short time. Guess what? They quit because they we’re receiving many complaints via live chat and Twitter. Now,


Reuben Yonatan

How NOT to work with Bad Clients – Infographic

How NOT to work with Bad Clients

The best advice I ever received? Know when to say NO. And that includes saying no to bad clients! It feels as though it is a risk-filled venture to dismiss any offer. After all, people lead to people. And you never want to be seen as someone with whom it is difficult to come to


Paolo Fabrizio

Are You Making Your Customer’s Lives Easier?

Are You Making Your Customer's Lives Easier?

A few weeks ago I attended the Customer Service Summit in New York. One of the most highlighted topics was customer’s shift towards text-based channels (social networks, instant messaging apps and chat). So what are the consequences of this new habit? Simple and scary: customers have higher and higher expectations, and they easily become impatient


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