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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

How Much Is Your Customer Service Worth?

How Much Is Your Customer Service Worth?

It’s not easy to answer, uh? I’ve posed you this tough question because it helps you to consider both the present and future customer support within your organization. In fact, when you have to decide whether to launch a new project, chances are that you’ll focus on the return of investment – aka ROI. This…


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.…


Paolo Fabrizio

How To Master Live Chat Support Conversations Like a Maestro

Master Live Chat Conversations

There’s a good chance that you are underrating Live Chat as a Digital Customer Service channel. Live Chat is not the newest Digital Support channel – certainly compared to messaging apps, for instance. And this often leads brands to underestimate its peculiar features and challenges. The result is poor customer experiences and employee frustration (for…