I had the good fortune to be invited to the Zendesk Art of Customer Satisfaction conference in London last week.
This was a masterclass in how technology can be used to massively improve customer service. For those of you who are unfamiliar with Zendesk, it is the perfect platform for managing reactive and proactive dialogue with customers across any channel whether its voice, mail or social media.
The ability to immediately create a ticket in the cloud and steer it to a real, live person with the time, focus and technology to answer the enquiry and know everything about the customer (as opposed to simply answer call after call, go in and out of clunky databases to register information or worse still increase the number of post-it notes on the wall) is a Godsend!
The inspirational Jacqueline de Rojas, Home Retail Group talked about it’s deployment at Argos and how more generally a technology like Zendesk can become a real differentiator in terms of driving customer experience and satisfaction to levels that can command a premium.
The easy charm of CEO Mikkel Svane personified the Zendesk brand and ethos of putting personality and meaning back into customer relationships, both externally and internally.
And the trick to this? Well, there is no trick. No matter how large or how small you are, with Zendesk, you are not only providing a multi-channel platform to interact with customers but creating the time and environment for your team to give lots of love back to your customers.
Co-Founder of Technology Service Provider, Appamondo.