Today we talk about digital customer service with author, speaker, and customer service expert Paolo Fabrizio. Paolo helps clients integrate digital channels and coaches them on the importance of hiring and training the right digital customer service assistants. In this conversation with Gabe, Paolo touches on the importance of emotional intelligence and the relevant role reps play in taking care and retaining happy customers. Is it different hiring agents for traditional channels vs digital channels? Listen to the full conversation for Paolo’s take.

About Paolo 0:54
Something often Paolo sees in organizations 2:38
How he trains and hires employees differently 6:57
Some of the differences he sees between these channels and the typical channels of phone and email 10:31
Get in contact with Paolo 14:16

“Digital customer service is not just using digital tools, digital platforms, or digital channels. It’s taking care of each digital conversation you have with your customers in order to leverage conversations to retain and attract customers.” 2:08

https://customerserviceculture.com/