Zendesk: The Digital Tipping Point | #Customer_Service 📞
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
👉 This episode focuses on customer service: For first-class customer service, we regularly have our expert Erik Pfannmöller in front of the microphone. Erik talks to his guests about the practice, tools and techniques around customer service.
||||| 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 |||||
🔥 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 |||||
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