Zendesk: The Digital Tipping Point | The Art of Customer Service #21 [ENG]


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Why customers are moving to more digital channels and how companies can manage this

The CX world is changing and getting ever more demanding. Is your company able to meet your customers expectations with the right support tech stack? In this episode, Erik Pfannmöller talks to Alexa Seefeldt, Enterprise Partner Sales Manager at Zendesk, about the latest CX trends and they get hooked on one in particular: The digital tipping point. Many companies faced this point of no return last year due to the global pandemic. In their Customer Experience Trends Report 2021, Zendesk found out that 75% of decision makers say COVID has accelerated adoption of digital tech. This was also because 64% of customers started using a new customer service channel, such as WhatsApp and Facebook Messenger. 2020 was a true ‘make-or-break’ moment for most companies and those who were able to adapt quickly (and adopt new technologies) are the ones that will continue to deliver great customer experiences.

In this episode, you’ll learn

• What a digital tipping point is • Why customers shifting to digital channels have caused a huge spike in service tickets • How the digital tipping point has accelerated from being a long process into becoming a matter of days in 2020 • Why digitalization should come with an ease of use and not create frustrating customer experiences

👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected… Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe.

||||| PEOPLE |||||

🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/

👤 Guest: Alexa Seefeld, Zendesk Enterprise Partner Sales Manager, Central and BeNeLux/Nordics https://www.linkedin.com/in/alexa-seefeldt-9b525044/

||||| SPONSORS |||||

🔥 Salesupply – Call centre specialised in e-commerce: www.digitalkompakt.de/callcenter

🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/

🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner

This episode of Innovate or Die is produced in partnership with Zendesk: https://www.digitalkompakt.de/produktion/

||||| CHAPTERS |||||

from 00:00 | Introduction to the topic

from 04:13 | How working with Zendesk changed during Covid

from 16:59 | Digital tipping point = Process?

from 18:51 | Remains the new or comes the old

from 20:08 | German customer experience journey

from 22:33 | Biggest challenges for companies

from 24:26 | Tipps and examples

from 30:48 | Farewell

||||| US |||||

💛 More great things from us: https://linktr.ee/dkompakt

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