Stefan Moritz: The importance of Service Design | #32
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Discussing the art of messaging and conversational service, creating an unified agent experience and the future of customer service powered by AI.
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.
This episode of The Art of Customer Service covers the following topics on the innovation in customer experience:
1. 00:00:00 Introduction to the topic
2. 00:01:38 The excitement of customer service
3. 00:04:19 (Bad) examples of customer service
4. 00:07:29 Conversational service & messaging
5. 00:13:55 Uniformity & contextualization
6. 00:17:53 Best base for sales & service
7. 00:21:16 Improving customer service & the role of AI
8. 00:29:26 Tickets and answering requests