How To Use WhatsApp Customer Support To Beat Your Competitors
Once upon a recent time, it took years for new communication tools to become customer support channels. I remember that during the 90’s we had long discussions within our claims department before deciding to respond to customers via email! Today everything happens much faster, especially changes in behavior and habits. In 2020 most people use…
How to Harness Digital Customer Service in Your Organization
Last week I had the chance of speaking about digital customer support at 3 conventions, here in Italy. Audience sizes were different one from the other, as well as the industries represented by managers. There was though, one aspect that all attendees had in common: they were hungry for solutions. In fact one of the…
Build Customer Service Priorities To Improve Your Business
The first days of the new year are usually full of good intentions: ‘I’ll start doing this, I’ll change that…’ and so on. Like it or not, sometimes we are not able to accomplish all that we wish to do. When it comes to customer service, it’s not easier since managers always struggle with constraints…
12 Tools To Improve Business Communication, Twitter, and Websites
The following is made up of 3 “Monday Tips” articles, each of which talks about 4 helpful tools and resources around a specific area of your business. Today, the subjects are: Improve your business communication Attract more Twitter followers Make your website more interactive Improve Your Business Communication & Reach With These 4 Tools 1)…
From Bad to Great Conversations With 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…
3 Things To Know About A 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…
A Newbie’s Guide To Knowledge Bases
In today’s connected world, consumers expect fast and accurate information. If you can’t provide them with what they want exactly when they want it, they will find someone who can. It’s really as simple as that! This is why you need to try and meet every need of your target customers. Consistently satisfying customers makes…
How To Use Mobile for Social Customer Service
Happy new year to you all! The trend is clear. A growing number of CEOs are convinced that improving customer service has a direct, beneficial impact on business. However, when it comes to adopting digital tools in order to attract and retain customers, there’s still a lot to be done. That’s why I’m going to…
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