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Paolo Fabrizio

Why Phone and Live Chat Channels are Siblings

Phone and Live Chat

In the race for Digital Customer Service, many organizations have added new channels in the last few years. Some had set clear goals, others instead had ‘hoped’ that their assumptions came true. Unfortunately, most of the time they just didn’t. Today, after the pandemic rush towards digital channels, it’s time for many companies to sit…


Paolo Fabrizio

3 Digital Support Sore Points To Get Rid Of

Digital Support Sore Points

‘We’ve realized that we need to be more focussed on our customers’ needs.’ When I hear such an expression from some managers, I have to admit that I have mixed emotions. On one hand, I appreciate humbleness. On the other, I ask myself where did they live for the last 5 years? That’s why it’s…


Shyam Bhardwaj

eCommerce CRO: 10 Tips on Improving Your Conversion Rates

Conversion Rate Optimization (CRO)

You have invested in your eCommerce website. Your awesome team was involved. You have started from scratch (or upgraded your blog to include an eCommerce element), built, and (finally!) marketed it. Time to sit back, relax, and wait for the sales. Right? Um, I hate to be the bearer of bad news, but are you…



Paolo Fabrizio

What You Need To Do To Bridge The Digital Customer Service Gap

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…


Paolo Fabrizio

5 Questions That Will Improve Your Customer Service

Questions To 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…



Paolo Fabrizio

How To Make Best Use of Online Customer Reviews

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…


Paolo Fabrizio

The Best Way to Start Your Live Chat Conversation

How To Start Your Live Chat Conversation

I often get asked ‘what’s the most challenging digital channel to deliver superior support?’ Since this question is directly linked to handling conversations, we need to look at each channel’s specific features (social media, live chat, messaging apps). My answer is definitely ‘live chat‘ because it presents many hidden hurdles. The first challenge is the…


Lucy Manole

12 Neuromarketing Techniques That Will Continue to Rule the Marketing Realm

Neuromarketing Techniques

Neuromarketing is a market research technique that helps marketers procure and assess accurate insights into various consumer behaviors. These insights are used to customize marketing solutions based on consumer needs and elicit specific favorable responses to marketing content, advertisements, and product packaging. Various technological advancements have been instrumental in aiding the growth of neuromarketing, such…


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