Today it is a given for customers to be able to contact companies across email, phone, chat and social media. But for many customer service teams, this creates a major challenge. When the systems do not talk to each other, employees lose the overview, and the customer is forced to repeat themselves. This is where we come into the picture.
The customer's expectation is one coherent dialogue
Our experience and data from Zendesk clearly show that customers expect a coherent experience. In fact, 70 per cent of customers expect the employee they speak to to have the full context of their previous interactions. When this fails, customers notice it, and it can have consequences: 49 per cent of customers who switched supplier last year cited poor service as the reason.
How we create a channel-free service
Bringing all channels together is not about removing them, but about connecting them intelligently. As Zendesk specialists, we help you create one unified platform where all communication and customer data meet. We typically guide you through these steps:
- Map all touchpoints to get a full overview.
- Choose a unified platform such as Zendesk, which brings all channels together.
- Integrate with your other systems (CRM, ERP) for full context.
- Automate routine tasks with AI and workflows.
- Train the team to think in terms of the overall customer journey.
- Measure and adjust continuously to optimise the results.
The benefits of one unified solution
When we help you implement a channel-free solution, it creates value for both customers and employees:
- Faster handling, since all information is gathered in one place.
- A better customer experience, where the customer is spared having to repeat themselves.
- Higher employee satisfaction with fewer system switches.
- Measurable results, since companies with a strong customer experience (CX) on average experience 60 per cent higher profit.
At Available, we are specialists in tying your channels together with Zendesk. Let us have a chat about how we can lift your customer service and create an experience your customers will remember.
Read the full article at: https://www.available.dk/mere-end-zendesk/fra-flere-kanaler-til-%C3%A9n-samlet-kundeoplevelse