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Paolo Fabrizio

Focus on People to Support Your Customers

Focus On People: Turn Customers' Frowns Into Smiles

Last week, I hosted a live Q&A on behalf of a client where I video-answered their colleague’s questions about Digital Customer Service. It’s not the first time that I have done it, but it’s always exciting dealing ‘live’ with questions that you don’t know in advance. In this case, my customers were the participants of


Nathan Sykes

How to Respond to Happy and Unhappy Customers on Social Media

Respond to Happy and Unhappy Customers on Social Media

Social media has transformed both customer service and marketing. Customers now use platforms like Twitter and Facebook both to complain about companies and to compliment them. Some businesses see social platforms as just a potential problem — a source of public customer complaints against them. The companies that get ahead are those that instead see


Paolo Fabrizio

Hey, Do You Use WhatsApp in your Customer Service?

WhatsApp For Customer Service

I had heard rumors about it last November at the Customer Service Summit in New York, but now it’s confirmed: WhatsApp has officially announced the launch of their long-awaited business API. In this article, you’ll find out why this is going to be a game changer for many businesses and how you may take advantage


Paolo Fabrizio

5 Customer Service Trends You Shouldn’t Miss

5 Important Customer Service Trends

Yesterday, I asked Milan Malpensa airport for some information because my mom will travel soon and needs special assistance. As I wanted a quick response, I used Twitter because they provide support thru the account @MiAirports. I have to say that it was great! In just 6 minutes I got their answer avoiding any ‘waiting


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,


Jan Gordon

Curatti Best Articles of 2017 – Part One

Curatti Thank You 2017

4 years and going strong! And we couldn’t have done it without our readers, our contributors and our good friends. As with any website, you will see our evolution if you go to earlier posts. No doubt, this will continue into 2018. The last year has seen a site redesign. The most obvious changes that


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


Bryan Goodwin

Website Advertising Is About To Change. Are You Ready?

Website advertising

Curatti note: This is an important and very timely piece by Bryan Goodwin. He tells stories of obnoxious sales tactics of days gone by, and likens them to modern day website advertising on the web. All ultimately leading to the obvious question: What is acceptable today? If you wish to skip past the history and


Paolo Fabrizio

Curatti On Air: Overcoming Social Customer Service Hurdles

Even though most people use social media every day, many brands are still reluctant to use it as customer support channels. That’s due to different reasons but – as a consultant – I’ve experienced three Social Customer Service hurdles, and I’ve turned them into questions for you in this post. At the end of it


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