The Art of Customer Service

#

21

|

Juli 26, 2021

Zendesk: The Digital Tipping Point

Executive Summary

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.

0 Min.
geballtes Wissen

Zielgruppe:

Startup, KMU & Corporate
Praxisbezug
90%
Wissensniveau
75%
Zeitlosigkeit
80%

Darum solltest du reinhören

This podcast gives you a good overview, why customers are moving to more digital channels and how companies can manage this.

You will 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
  • …How to ensure that the 2020 digital tipping point is a lasting experience for companies and not go back to do things ‘the old way’

Kapitel

The Art of Customer Service Podcast covers these topics:

  • 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

 

Alle Episoden

Du wirst verbunden… Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.

The Art of Customer Service

#

21

|

Juli 26, 2021

Zendesk: The Digital Tipping Point

Executive Summary

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.

Zielgruppe:

Startup, KMU & Corporate

Dauer:

0 Min.
geballtes Wissen
Praxisbezug
90%
Wissensniveau
75%
Zeitlosigkeit
80%

Darum solltest du reinhören

Kapitel

This podcast gives you a good overview, why customers are moving to more digital channels and how companies can manage this.

You will 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
  • …How to ensure that the 2020 digital tipping point is a lasting experience for companies and not go back to do things ‘the old way’

The Art of Customer Service Podcast covers these topics:

  • 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

 

Alle Folgen

The Art of Customer Service

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Alle Episoden

The Art of Customer Service

Über das Format

Du wirst verbunden… Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.
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