Zendesk: The Digital Tipping Point | #CustomerService

EXPERTENGESPRÄCH | 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 ...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’ ️ Du konntest dir keine Notizen machen? Unser
[digital kompakt+ Newsletter](newsletter.digitalkompakt.de) fasst
dir für jede Folge die wichtigsten Punkte zusammen “The Art of
Customer Service” is a podcast by Solvemate. You’re being
connected… Hello, how can we help you? For top notch customer
service insights and advice, just click the play button of “The Art
of Customer Service”. Erik Pfannmöller and his guests cover lots of
great topics on the subject of customer service industry trends,
best practices, tools, techniques and advice.
__________________________ ||||| PEOPLE ||||| Erik Pfannmöller, CEO
& Founder Solvemate Alexa Seefeld, __________________________
||||| SPONSOREN ||||| [Solvemate](https://www.solvemate.com/en/)
enables brands to deliver quality customer service through
meaningful conversations. Our automation platform, powered by smart
conversational AI, allows companies to deliver quality customer
service, faster. Solvemate is trusted by brands such as On,
musicMagpie, and ARMEDANGELS. __________________________ |||||
CHAPTER ||||| (00:00:00) Introduction to the topic (00:04:13) How
working with Zendesk changed during Covid (00:16:59) Digital
tipping point = Process? (00:18:51) Remains the new or comes the
old (00:20:08) German customer experience journey (00:22:33)
Biggest challenges for companies (00:24:26) Tipps and examples
(00:30:48) Farewell __________________________ ||||| MORE
INFORMATION ||||| [Mehr](https://lnk.to/dkompakt) tolle Sachen von
uns  Wir von digital kompakt streben die Verwendung einer
geschlechtsneutralen Sprache an. In Fällen, in denen dies nicht
gelingt, gelten sämtliche Personenbezeichnungen für alle
Geschlechter.