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Paolo Fabrizio

Why Your Customer Support Needs To Be More Proactive

Proactive Customer Support

Like it or not, we live in a world where speed matters. As customer support conversations flow more and more over digital channels, it’s no wonder that saving or wasting time makes a huge difference. That’s why smart organizations have realized that being proactive is key to delivering excellent customer experiences consistently. So how can…


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…


Paolo Fabrizio

Get Your Digital Customer Service Fit and Uniform

Digital Customer Service Fit

When we are not in good shape we avoid our mirror because we don’t won’t like what we see. Because we don’t want to face the truth: we maybe put on some unwelcome weight. I know that this is not a fair starting point, but as we’re just a few weeks away from Christmas, it’s…


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

Are You Surfing or Suffering Digital Customer Support?

Digital Customer Support

From the beginning of the pandemic, many companies had to cope with digital customer support as the demand suddenly grew. Whatever the industry or countries, they had to handle conversations with customers across new digital channels such as social media, live and video chat, and instant messaging apps. Some organizations had started earlier their own…


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

Build Your Digital Customer Service Ecosystem

Digital Customer Service Ecosystem

As human beings, whatever pains us quickly become our priorities. This is true in every facet of our life. When it comes to managing online conversations with customers, many priorities rise up, often at the same time. If you just focus on them though, you’re bound to lose sight of the big picture. To prevent…


Paolo Fabrizio

Digital Customers They Are a-Changing. Are You?

Your Customers They Are a-Changing - Are You?

In less than 24 months the demand for Digital Customer Service has literally boomed, regardless of the country or industry. This acceleration is the result though of an ongoing revolution that had started a few years ago: more and more consumers prefer to use social media, live chat, or messaging apps when asking for support.…


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