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Paolo Fabrizio

The Power of Conversations in Digital Customer Service

The Power of Conversations in Business

‘A picture is worth a thousand words’. This is true. But when it comes to having conversations with customers, words do count! In fact what you say and how you say it can make or break the whole customer experience. Therefore, it has become crucial for all businesses to train highly skilled customer service assistants.…


Paolo Fabrizio

Customer Service is The Art: Are You Shaping Yours?

Customer Service Is The Art

‘Hi Paolo, can I tell you about the problem that I had with @namebrand? I’ve reached them via email, phone, and Messenger but they just let me down’. I receive such notes from many frustrated customers. Some of them are peers, others are clients. Guess what they all have in common? They’re looking for good…


Paolo Fabrizio

Customers Use Social To Cut The Double Waiting Time

Don't Make Your Customers Wait For Customer Service

Last week, I met the customer service team of an insurance company. I showed them a road map to help them integrate social networks effectively. They need to embrace Social Customer Service because an increasing number of customers ask for information and support thru Facebook and Twitter. As you can imagine, I had to answer…


Jan Gordon

Curatti Best Articles of 2018 – Part One

Curatti Thank You

How has 2018 changed things for you? Have the trends so boldly proclaimed in last year’s forecast articles come to fruition? Have you decided to take a new direction for any reason? (Please tell us in the comments section!) For us, the year was over far too quickly – like a blur. We cut back…


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,…


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