What is conversational service and why is it increasingly becoming more and more important? For Matthias Goehler, CTO EMEA at Zendesk, it is all about creating a long-term engagement between a company and their customers on an ongoing basis. So it is not just about opening and closing tickets whenever a customer problem arises, but more so that the conversation should go on beyond this single inquiry. And keep in mind: it even started before. This is why it is crucial to include messaging in a company’s overall set of channels of engagement. With messaging (unlike with live chat) the conversation is not lost after the chat is closed, but it can be picked up again at any time which makes it easier and more convenient for both customers and agents.

In this episode, you’ll learn…

• …how Zendesk helps companies to master all contact channels and provide an unified agent experience

• …how many companies believe that modern channels like social media, chat and video will become the go-to contact method in the next 2-3 years

• …what the biggest difference between a conversation on a messenger and on a live chat is

• …why more and more customers are starting a conversation with companies via messenger platforms, like WhatsApp

👉 „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.

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||||| PEOPLE |||||

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

👤 Guest: Matthias Goehler, Customer Experience Leader - Chief Technology Officer, EMEA - Zendesk – https://www.linkedin.com/in/matthiasgoehler/

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||||| 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

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||||| CHAPTERS |||||

from 00:00 | Introduction to the topic

from 01:38 | The excitement of customer service

from 04:19 | (Bad) expamples of customer service

from 07:29 | Conversational Service & messaging

from 13:55 | Uniformity & contextualization

from 17:53 | Best base for sales & service

from 21:16 | Improving customer service/role of AI

from 29:26 | Tickets and answering requests

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||||| US |||||

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