#Customer_Service 📞

|

November 29, 2021

Zendesk: The Rise of Conversational Service

Executive Summary

What is conversational service and why is it increasingly becoming more and more important? For Matthias Goehler, CTO EMEA at Zendesk, it is all about creating a long-term engagement between a company and their customers on an ongoing basis. So it is not just about opening and closing tickets whenever a customer problem arises, but more so that the conversation should go on beyond this single inquiry. And keep in mind: it even started before. This is why it is crucial to include messaging in a company’s overall set of channels of engagement. With messaging (unlike with live chat) the conversation is not lost after the chat is closed, but it can be picked up again at any time which makes it easier and more convenient for both customers and agents.

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 of what is conversational service and why is it increasingly becoming more and more important.

You will learn…

  • …how Zendesk helps companies to master all contact channels and provide an unified agent experience
  • …how many companies believe that modern channels like social media, chat and video will become the go-to contact method in the next 2-3 years
  • …what the biggest difference between a conversation on a messenger and on a live chat is
  • …why more and more customers are starting a conversation with companies via messenger platforms, like WhatsApp
  • …how to offer personalized and contextualized support enabled by technology to create a higher engagement

Kapitel

The Art of Customer Service Podcast covers these topics:

  • from 00:00 | Introduction to the topic
  • from 01:38 | The excitement of customer service
  • from 04:19 | (Bad) expamples of customer service
  • from 07:29 | Conversational Service & messaging
  • from 13:55 | Uniformity & contextualization
  • from 17:53 | Best base for sales & service
  • from 21:16 | Improving customer service/role of AI
  • from 29:26 | Tickets and answering requests

 

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.

#Customer_Service 📞

|

November 29, 2021

Zendesk: The Rise of Conversational Service

Executive Summary

What is conversational service and why is it increasingly becoming more and more important? For Matthias Goehler, CTO EMEA at Zendesk, it is all about creating a long-term engagement between a company and their customers on an ongoing basis. So it is not just about opening and closing tickets whenever a customer problem arises, but more so that the conversation should go on beyond this single inquiry. And keep in mind: it even started before. This is why it is crucial to include messaging in a company’s overall set of channels of engagement. With messaging (unlike with live chat) the conversation is not lost after the chat is closed, but it can be picked up again at any time which makes it easier and more convenient for both customers and agents.

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 of what is conversational service and why is it increasingly becoming more and more important.

You will learn…

  • …how Zendesk helps companies to master all contact channels and provide an unified agent experience
  • …how many companies believe that modern channels like social media, chat and video will become the go-to contact method in the next 2-3 years
  • …what the biggest difference between a conversation on a messenger and on a live chat is
  • …why more and more customers are starting a conversation with companies via messenger platforms, like WhatsApp
  • …how to offer personalized and contextualized support enabled by technology to create a higher engagement

The Art of Customer Service Podcast covers these topics:

  • from 00:00 | Introduction to the topic
  • from 01:38 | The excitement of customer service
  • from 04:19 | (Bad) expamples of customer service
  • from 07:29 | Conversational Service & messaging
  • from 13:55 | Uniformity & contextualization
  • from 17:53 | Best base for sales & service
  • from 21:16 | Improving customer service/role of AI
  • from 29:26 | Tickets and answering requests

 

Alle Folgen

#Customer_Service 📞

als Playlist

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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