Companies today still spend a lot of time and effort on acquiring new customers but often forget the importance of the post sale experience. This episode’s guest, Alex Farmer, VP of Customer Success at Cognite and founder of Customer Success Excellence, the world’s first awards ceremony dedicated to the customer service profession, and named a 2021 Top 25 Customer Success influencers by SuccessHacker, shares with Erik a fresh perspective on how to create a frictionless post-sales experience. From building and using the power of the customer community to using technology in new ways to deliver a 1:1 experience at scale, discover some great new ways to create a frictionless customer experience.

In this episode, you’ll learn...

• why a frictionless experience is so important post sale

• the real difference between customer service and customer success - proactiveness vs reactiveness

• the rise of customer communities and all the ways they can improve the customer service experience

• why customer experience should not be a department - it’s just a gap filler for a broken view of the

👉 “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.

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||||| PEOPLE |||||

🗣 Moderation: Erik Pfannmöller, AI-expert and founder of Solvemate, a leading platform for customer service automation – https://www.linkedin.com/in/erikpfannmoeller/

👤 Guest: Alex Farmer, VP of Customer Success at Cognite - https://www.linkedin.com/in/alexanderfarmer/

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||||| ABOUT SOLVEMATE |||||

🤖 Solvemate 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. – https://www.solvemate.com/en/

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||||| LINKS |||||

🚨 Download our “Beginner’s Guide to Customer Service Chatbots”: https://in.solvemate.com/en/guide-beginner-customer-service-chatbot

🚨 Download our guide on “How to Create a Customer Service Funnel”: https://in.solvemate.com/en/guide-customer-service-funnel

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||||| CHAPTERS |||||

from 00:00 | Introduction to the topic

from 04:58 | Customer service, customer success & customer experience

from 08:53 | How do you create a „frictionless experience“?

from 15:12 | Frictionless experience & community

from 18:32 | Micro-Targeting of individual users

from 26:34 | How to operationalise checklists with customers?

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||||| MORE INFORMATION |||||

To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com