To outsource or not to outsource? This is the question for many businesses, especially when you’re growing and internationalizing. For Henning Heesen, co-founder of Salesupply, the answer is a clear yes to outsourcing your customer service. He talks to Erik Pfannmöller about how outsourced call centers deliver a great service experience by creating a personal and emotional connection with the customer – no matter the language. Thinking about outsourcing, the first argument for it is always saving costs, but in Hennings opinion it should be all about providing better quality.

You’ll learn:

• …how Salesupply became a eCommerce fulfilment and call center success story

• …why having local people with local knowledge is essential for local success

• …how to overcome the challenge of internationalization in eCommerce

• …why a product complaint is a chance to win a customer over for a lifetime

👉 „The Art of Customer Service“ ist ein Podcast von digital kompakt: Du wirst verbunden... Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.

__________________________

||||| PEOPLE |||||

🗣 Moderation: Erik Pfannmöller, KI-Experte und Gründer des Chatbot-Unternehmens Solvemate – https://www.linkedin.com/in/erikpfannmoeller/

👤 Henning Heesen, Co-Founder Salesupply - https://www.linkedin.com/in/henningheesen/

__________________________

||||| SPONSORS |||||

🔥 MessengerPeople Playbook – Conversational Commerce Playbook: www.digitalkompakt.de/messenger

🔥 myToys Group Partnerprogramm – Online platform for family shopping: www.digitalkompakt.de/mytoys

🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/

🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner

__________________________

||||| CHAPTERS |||||

from 00:00 | Introduction to the topic

from 05:14 | How does Salesupply fit into the outsourcing market?

from 09:33 | From ouch to wow

from 16:45 | What makes the combination of customer service and logistics unique?

from 20:12 | Outsourcing vs. In-house

__________________________

||||| US |||||

💛 More great things from us: https://linktr.ee/dkompakt

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

👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe.

__________________________

||||| PEOPLE |||||

🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/

👤 Guest: Alexa Seefeld, Zendesk Enterprise Partner Sales Manager, Central and BeNeLux/Nordics

https://www.linkedin.com/in/alexa-seefeldt-9b525044/

__________________________

||||| SPONSORS |||||

🔥 Salesupply – Call centre specialised in e-commerce: www.digitalkompakt.de/callcenter

🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/

🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner

This episode of Innovate or Die is produced in partnership with Zendesk: https://www.digitalkompakt.de/produktion/

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||||| CHAPTERS |||||

from 00:00 | Introduction to the topic

from 04:13 | How working with Zendesk changed during Covid

from 16:59 | Digital tipping point = Process?

from 18:51 | Remains the new or comes the old

from 20:08 | German customer experience journey

from 22:33 | Biggest challenges for companies

from 24:26 | Tipps and examples

from 30:48 | Farewell

__________________________

||||| US |||||

💛 More great things from us: https://linktr.ee/dkompakt

Back in 2007, everyone was talking about customer loyalty and improving their Net Promoter Score (NPS). That’s when Matt Dixon and his colleagues started digging into how this can be improved and influenced by customer service. What they found was not what they were expecting and their research turned from three months into ten years, resulting in the book “The Effortless Experience”. One of their key findings was that delighted customers who had that “wow moment” aren’t actually more loyal than those whose expectations were simply met by customer service. A company should go ahead with delighting their customers with their product, their price, their brand and so on, but when it comes to service they need to make it easy for their customers. An effortless experience and a sticky value proposition is how you keep customers for life.

In this episode you’ll learn…

• …why customer service is not just a “necessary evil”, but an essential part of your business strategy

• …how to get your customers to advocate for your business by delivering an effortless experience

• …why delighting customers to give them the “wow effect” within customer service means to make exceptions which aren’t cost-effective and viable

• …how to increase customer loyalty by delivering a consistent and effortless service experience which meets customer expectations easily

👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe.

__________________________

||||| PEOPLE |||||

🗣 Moderation: Erik Pfannmöller, KI-Experte und Gründer des Chatbot-Unternehmens Solvemate – https://www.linkedin.com/in/erikpfannmoeller/

👤 Guest: Matthew Dixon, Author, speaker and advisor on sales, service and customer experience; Chief research & innovation officer at Tethr

https://www.linkedin.com/in/matthewxdixon

__________________________

||||| LINKS |||||

🚨The Effortless Experience by Matt Dixon: https://www.penguinrandomhouse.com/books/312730/the-effortless-experience-by-matthew-dixon/

__________________________

||||| SPONSORS |||||

🔥 Salesupply – Call centre specialised in e-commerce: www.digitalkompakt.de/callcenter

🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/

🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner

__________________________

||||| CHAPTERS|||||

from 00:00 | Presentation and introduction to the topic

from 06:25 | Customer service: the wow-moment

from 10:39 | The customer's experience has to be awesome

from 17:08 | The customer’s expectation

from 26:58 | Concepts of effortless experience

from 28:52 | The Dyson-issue

from 34:45 | Farewell

__________________________

||||| US |||||

💛 More great things from us: https://linktr.ee/dkompakt

Customer service agents are driven by their ability to help customers and make them happy. But what if there are so many obstacles put in their way which make it more cumbersome than it should be? In this episode, Erik Pfannmöller talks to Carl Hye Thaisen, co-founder and Chief Product Officer at helphouse, about what it takes to make agents love their job (again), resulting not only in happier agents, but also happier customers. 

In this episode, you’ll learn...

• …how insufficient data availability and dull repetitive work leads to agent frustration.

• …why providing the right information at the right time is crucial and will reduce the time spent on tickets.

• …how agent and customer happiness are interdependent and why this golden circle can easily break.

• …how the right automation tools will boost customer service agents’ productivity and satisfaction.

👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe.

__________________________

||||| PEOPLE |||||

🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/

👤 Guest: Carl Hye Thaisen, co-founder & Chief Product Officer at helphouse.io - https://dk.linkedin.com/in/carlhye

__________________________

||||| SPONSORS |||||

🔥 GROW Europe – virtual conference by HubSpot: www.digitalkompakt.de/grow

🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/

🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner

__________________________

||||| CHAPTERS |||||

from 00:00 | Introduction to the topic

from 05:59 | What makes agents happy?

from 13:48 | Is there a correlation between agent satisfaction and customer satisfaction?

from 18:54 | How to make remote work viable in customer service

__________________________

||||| US |||||

💛 More great things from us: https://linktr.ee/dkompakt

Jörg Heinemann, Principal Innovation & Digitalisation at OTTO, is passionate about conversational commerce and talks to Erik Pfannmöller about the future of voice in customer service. OTTO, one of the world's biggest e-commerce companies, was an early adopter of smart devices and voice assistants for service and later sales. For the future, Jörg Heinemann envisions customers to have the same great experience seamlessly across all channels.

In this episode, you’ll learn

• …how OTTO uses conversational commerce and creates great customer experiences beyond touch

• …how OTTO’s chatbot Clara handles 30% of their incoming customer service requests successfully

• …why OTTO started using smart devices for customer service and added direct sales options later

• …why ‘voice in’ doesn’t need to equal ‘voice out’ and how to combine different channels and devices

• …why voice is a convenient starting point for customer interactions

👉„The Art of Customer Service” is a podcast from digital kompakt: You’re being connected… Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe.

__________________________

||||| PEOPLE |||||

🗣 Moderation: Erik Pfannmöller, KI-Experte und Gründer des Chatbot-Unternehmens Solvemate – https://www.linkedin.com/in/erikpfannmoeller/

👤 Guest: Jörg Heinemann, Principal Innovation & Digitalisation @OTTO — https://www.linkedin.com/in/joergheinemannhl/

__________________________

||||| SPONSORS |||||

🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/

🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner

__________________________

||||| Chapters |||||

from 00:00 | Introduction to the topic

from 03:55 | How important is voice in customer service?

from 09:10 | The pros and cons of using voice interfaces

from 11:25 | Smart speakers and voice in OTTOs customer service

from 15:09 | Proportion of voice in commerce channels conversation

from 17:56 | Voice-in is not voice-out

from 20:10 | The chatbot „Clara“

from 24:33 | Usecases of voice in the future

__________________________

||||| US |||||

💛 More great things from us: https://linktr.ee/dkompakt

It’s been a year now that most companies have gone remote due to the global pandemic. How did this affect working in customer service? It’s not a typical anniversary and not a reason to celebrate, but a lot has changed in the past year when people were forced to stay at home due to the global pandemic. In this episode, Julien Rio, CX expert and Marketing Director at RingCentral, and Erik Pfannmöller have a retrospective discussion on how this event has transformed the employee experience and the way companies work.

In this episode, you’ll learn...

1) …how RingCentral manages to work remotely using their own tools

2) …why work from home will turn into work from anywhere and companies will switch to a hybrid model

3) …how to work with a distributed team, build trust and empower employees

4) …how automation and remote work will change the way agents work in the future

👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe.

__________________________

||||| PEOPLE |||||

🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/

👤 Guest: Julien Rio, Senior Director of Marketing at RingCentral – https://www.linkedin.com/in/julienrio/

__________________________

||||| SPONSORS |||||

🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/

🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner

__________________________

||||| CHAPTERS |||||

from 00:00 | Introduction to the topic

from 04:25 | How has work changed over the past year for RingCentral?

from 07:28 | Are on-premise systems a thing of the past?

from 12:59 | How do you build a sustainable remote work environment?

from 20:00 | In what way will the work of agents change?

from 25:27 | What role will automation play?

👉 digital kompakt on Patreon: https://www.patreon.com/dkompakt

__________________________

||||| US |||||

💛 More great things from us: https://linktr.ee/dkompakt

Sophia Kuhl, managing director at HHL DIGITAL SPACE, a start-up incubator for digital business models, has worked for tech giants such as IBM and Amazon Web Services (AWS). Talking to Erik Pfannmöller in this episode, they discuss why companies have to be obsessed with their customers to be successful and how to achieve such a culture. Sophia highlights that this is a team effort and a company needs to create a holistic strategy, yet customer service is the most important part of it.

In this episode, you’ll learn...

1) ...why you have to put the customer first even if that means that you have to sacrifice other important things

2) ...why you can only become successful as a business when your customers are successful

3) ...why customer success needs to be a cross-departmental team effort

4) ...why the go-to-market strategy should be customer-centric and not product-centric

👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe.

__________________________

||||| PEOPLE |||||

🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/

👤 Guest: Sophia Kuhl, Managing Director at HHL DIGITAL SPACE –

https://www.linkedin.com/in/sophia-kuhl

__________________________

||||| SPONSORS |||||

🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/

🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner

__________________________

||||| CHAPTERS |||||

from 00:00 | Introduction to the topic

from 04:34 | Long term orientation of companies

from 11:12 | It's about making customers happy

from 18:03 | How important feedback is, when it comes to better customer service

from 27:48 | Using tools like Social Media to handle feedback

from 32:25 | Being customer obsessed

👉 digital kompakt on Patreon: https://www.patreon.com/dkompakt

__________________________

||||| US |||||

💛 More great things from us: https://linktr.ee/dkompakt

Esteban Kolsky, Head of Product (SAP CX Customer Service and Sales), knows customer service from top to bottom - from B2C to B2B. Talking to Erik Pfannmöller in this episode, they take a deep dive into the relation of both approaches and what it takes to deliver the right solution matched to your customers’ expectations. In the end it is all about personalization, speed and efficiency.

In this episode, you’ll learn...

1) …how SAP developed its B2B customer service strategy and builds its B2C service tools

2) …how the structures of B2B and B2C customer service differ and what they have in common

3) …how key account management has evolved into B2B customer service using B2C tools

4) …which insights from B2B customer service help to improve your B2C customer service

👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe.

__________________________

||||| PEOPLE |||||

🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/

👤 Guest: Esteban Kolsky, Head of Strategy, CX and Head of Product, SAP CX Customer Service and Sales at SAP - https://www.linkedin.com/in/estebankolsky/

__________________________

||||| CHAPTERS |||||

from 00:00 | Introduction to the topic

from 04:35 | What is the structural difference between B2B and B2C customer service?

from 06:35 | How to reconcile B2B and B2C customer service

from 12:29 | B2C software taking over B2B customer service

from 16:54 | Personalized digital customer service

from 22:39 | Customer service channels

from 25:55 | Latency expectations

👉 digital kompakt on Patreon: https://www.patreon.com/dkompakt

__________________________

||||| US |||||

💛 More great things from us: https://linktr.ee/dkompakt

Jens Leucke ist zu Gast bei Solvemate-Gründer Erik Pfannmöller. Jens ist Country Manager für die DACH Region bei Freshworks und der richtige Ansprechpartner, wenn es um die Automatisierung von Kundenservice geht. Unsere beiden Experten sprechen darüber, welche Vorteile von Chatbots und welche Best Practices es bei der Einführung bei der Arbeit mit und am Chatbot zu beachten gilt. Dabei betrachten sie 5 Mythen, die rund um Chatbots kursieren und erörtern ihren Wahrheitsgehalt.

Du erfährst…

1) …von Experten, was guten Kundenservice eigentlich ausmacht

2) …mit welchen Tools du deinen Kunden eine optimale Service-Experience lieferst

3) …was Fakten sind, und was sind nur Gerüchte rund um Chatbots

4) …verschiedene Usecases von Chatbots

👉 „The Art of Customer Servic“e ist ein Podcast von digital kompakt: Du wirst verbunden... Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.

__________________________

||||| PERSONEN |||||

🗣 Moderation: Erik Pfannmöller, KI-Experte und Gründer des Chatbot-Unternehmens Solvemate – https://www.linkedin.com/in/erikpfannmoeller/

👤Gast: Jens Leucke, Country Manager für die DACH Region bei Freshworks - https://www.linkedin.com/in/jens-leucke/?originalSubdomain=de

__________________________

||||| SPONSOREN |||||

🔥 SevDesk — Buchhaltung einfach selber machen: www.digitalkompakt.de/buchhaltung (100 % auf die ersten drei Monate. Code: DK100)

🔥 Sendinblue – digitale Marketing Plattform: https://www.digitalkompakt.de/blue (mit Gutscheincode "digitalkompakt" im Wert von 49 Euro registrieren)

🔥 Übersicht aller Sponsoren: www.digitalkompakt.de/sponsoren/

__________________________

||||| KAPITEL |||||

ab 00:00 | Vorstellung und Einführung ins Thema

ab 08:33 | Verschiedene Usecases von Chatbots

ab 12:29 | Von der Idee zum Launch eines Chatbots

ab 17:18 | Welche Ressourcen du zum Betrieb eines Chatbots benötigst

ab 22:53 | Empathie oder Technologie?

ab 27:33 | Wird der Chatbot den Agenten ersetzen?

ab 37:19 | Wie sich die Entwicklung von Chatbots in Zukunft gestalten wird

👉 digital kompakt auf Patreon: https://www.patreon.com/dkompakt

__________________________

||||| WIR |||||

💛 Mehr tolle Sachen von uns: https://linktr.ee/dkompakt

Verglichen mit Entwicklern und Managern werden Kundenservice-Mitarbeiter leicht als notwendige Dreingabe abgestempelt. Ein Fehler, findet Romy von Roeder, VP People bei TIER Mobility. In diesem Podcast erklärt sie, warum der Kundenservice im Zentrum der Unternehmensführung stehen sollte und warum jeder Mitarbeiter von Erfahrungen als Kundenservice-Agent profitieren kann.

Du erfährst…

1) …was du von der Kunden-Interaktion lernen kannst

2) …wieso die meisten Mitarbeiter Kundenservice-Erfahrung sammeln sollten

3) …welche Eigenschaften ein Kundenservice-Agent haben sollte

4) …worauf du beim Hiring von Agenten achten musst

👉 „The Art of Customer Service“ ist ein Podcast von digital kompakt: Du wirst verbunden... Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.

__________________________

||||| PERSONEN |||||

🗣 Moderation: Erik Pfannmöller, KI-Experte und Gründer des Chatbot-Unternehmens Solvemate – https://www.linkedin.com/in/erikpfannmoeller/

👤 Romy von Roeder, VP People bei TIER Mobility - https://de.linkedin.com/in/romyvonroeder

__________________________

||||| SPONSOREN |||||

🔥MBzwo – Designmöbel nach Maß: www.digitalkompakt.de/mbzwo

🔥 SevDesk — Buchhaltung einfach selber machen: www.digitalkompakt.de/buchhaltung (100 % auf die ersten drei Monate. Code: DK100)

🔥 Übersicht aller Sponsoren: www.digitalkompakt.de/sponsoren/

__________________________

||||| KAPITEL |||||

ab 00:00 | Vorstellung und Einführung ins Thema

ab 03:01 | Was macht einem Kundenservice-Agenten aus?

ab 09:11 | Mitarbeiter-Zufriedenheit vs Effizienz-Zahlen

ab 12:05 | Wie kann das Unternehmen Agenten unterstützen?

ab 18:32 | Customer Service Shadowing

👉 digital kompakt auf Patreon: https://www.patreon.com/dkompakt

__________________________

||||| WIR |||||

💛 Mehr tolle Sachen von uns: https://linktr.ee/dkompakt