Dalam pelatihan ini akan mempelajari :

• Learning the customer’s omni-channel journey
• The role of the customer experience in online conversations 
• The three customer experience  dimensions
• KPIs : finding the perfect mix to align business goals and customer satisfaction 
• How to protect your brand reputation by managing tricky online conversations
• Email is not dead : how to optimize the us of traditional channels 
• Moment of thruth pada pelanggan 

Dalam pelatihan ini akan mempelajari :

• How to choose and integrate social networks, instan messaging apps, live chatrooms 
• The identikit of the Digital Customer Service Manager (skills/abilities)
• Getting top management onboard 
• Leading a successful digital customer service team 
• The role of internal communication

Dalam pelatihan ini akan mempelajari :

• Setting goals 
• Active listening (social listening)
• How to choose digital channels (Focus on social media, apps, chatrooms)
• How to hire the best staff for your digital customer service team 
• How to train your team
• Social media policies and guidelines
• How to choose your KPIs
• The must – haves of an omni-channel platform
• The ROI of social customer service
• (Live testimonial) A brand telling its successful SCS story
• Workshop : Exercises, omni-channel platform provider, Testimonial case study

Dalam pelatihan ini mempelajari :

• Dos & Don’ts in chat assistance
• The rocking duo : app + chat bot
• Structure of an interaction via chat bot
• How to instruct a chat bot
• From virtual to human agent (defining escalation criteria)
• (Case study in the classroom) testimony CEO integrated platform app and chat bot
• Workshop : Exercises, Testimonial case study