Customer service case studies reveal 3 powerful strategies for businesses
With these objectives in mind, OLX decided to go for an omnichannel strategy. This decision resulted in a 40% reduction in ticket volume worldwide, thanks to the creation of self-service articles in Zendesk Guide , specific to each market Customer service .
Zendesk Support enabled them to help customer service representatives assign work to their teams.
The user experience has also been improved, with automatic form filling, suggestions based on fields rather than text, and features such as a pop-up box with possible solutions that make it easier for
the user to find content in the site’s help center
In order to support its customers in different languages across its 90+ global sites , OLX launched 35 instances of Zendesk, customized for different regions and often segmented with the multi-brand feature .
Learn the case directly from the experience of Ruh Vela, Operations Manager at Play Telecom. Find out how he managed to take customer service to the next level by managing efficient workflows. Telecom uses Zendesk to canada telegram phone number list solve problems beyond customer service.
If you identify with the challenges of these companies, an omnichannel strategy may be the solution and Zendesk your ally.A study by the firm SDL yielded results that associate the main aspects that influence customer dissatisfaction with the customer service agent.
Working online marketing & digital marketing email marketing how to design a successful email marketing strategy? on agent satisfaction allows the agent to provide a quality experience to customers and thus improve the customer satisfaction index (CSAT). The “ Human Value Chain ” represents the role of the agent, analyzed from the perspective of the 6 pillars of customer experience.
According to a human resources study conducted by the consulting firm KPMG , companies that invest in the experience
their employees receive benefits such as
This platform offers brands, agencies and multimedia content sellers in 77 countries around the world workflow management and coordination . It covers everything from planning to payment for traditional and digital advertising spaces.
Mediaocean engaged Zendesk after identifying the need for support agents to understand specific customer objectives.
Later, due to administrative decisions, the company changed its system and this affected the experience of its customers. There was a 75% decrease in the use of the web portal, because customers could not find the america email content and this caused an increase in the number of incoming calls.
Identified that this change was generating dissatisfaction in both agents and customers and affecting metrics and process,
In short, Mediaocean has improved the experience of its agents, through easy-to-use tools and features that make their work easier . In this way, it ensures that they provide their customers with the best experience.
Quality strategy in support
The customer experience doesn’t end when they leave your store or website. On the contrary, it’s the moment when they will check if they are really satisfied with their purchase. That’s why providing quality support is key.