So, Zendesk’s business is customer relations?
Zendesk is a platform for optimizing and customizing reports and helping interactions. As such, it can serve the relationship with the client – it is even its main vocation – but also all the links that govern the dialogue between companies and consumers, between citizens and communities. Simply put, Zendesk enables businesses to better communicate with their consumers. Offering them more immersive experiences, a more fluid dialogue during their purchase process and, in particular, a more responsive after-sales service. This responds to an increasingly vocal demand from consumers who want to be listened to, listened to, understood in their desires as well as in their dissatisfaction, by companies.
This also takes shape at the level of local authorities. Governments using our platform can strengthen their ties with citizens. The principles are similar: Zendesk helps to create spaces for dialogue with its clients or citizens, to train and equip people who are in direct contact with the public (agents, spokespersons), to forge strong and transparent links so that everyone receives the attention you need.
Why are these relationships (customer relationship and citizen relationship) so important?
This relationship between decision makers and citizens, between creators and buyers, is at the heart of business growth. The figures are absolutely clear on the subject. In a study we conducted in 2022, “56% of consumers said they would spend more with companies that let them start a conversation on one channel and pick it up on another without having to repeat themselves.” You will have understood: the relationship with the client is essential for growth, for customer loyalty and, ultimately, for the return on investment! These conclusions also apply in the context of relations between communities and citizens.
This importance of human relationships has been further accentuated in recent years, overshadowed by the pandemic, food and energy shortages, and the risk of recession. Successive lockdowns have forced companies to take a hard look at every facet of their business, with customer service bearing the brunt. Consumers have become more demanding, demanding a place of choice in the approach of brands and a more immersive dialogue with companies. Their complaints are clear: customers do not want to be simple file numbers, but privileged interlocutors for brands, whose opinions and desires are law.
How does your platform manage to improve this dialogue?
Zendesk offers a suite of tools to answer all customer relationship issues. Our solution is omnichannel, instinctive and ultra-personalized. It adapts to the needs and nature of the companies with which we work. In fact, our platform allows you to dialogue with the customer, put them in contact with the right interlocutor (the trained and competent customer advisor), to ensure that their needs are taken into account and that their purchase process is smooth. pleasant. Beyond these direct interactions, we offer monitoring tools to constantly audit the quality of customer service. We then build on empirical, out-of-the-box metrics like agent response time, number of interactions, consumer satisfaction level, etc.
We are also investing in automation, for example in the development of competent chatbots. Machine learning also allows you to make predictions. When a customer makes a specific order to an artificial intelligence (for example, a size 16 garment, in a certain color), our tools can estimate their next purchases (two years later, the same consumer will potentially be looking for the same product in size 18). ).
It is with this set of tools, solutions, data, that we are now helping historical brands such as French technology nuggets (360Learning, Back Market, Withings, etc.) to progress in the field of customer relationship. Our partners have understood the importance of this company-consumer relationship, both for the brand image and for the return on investment. According to our latest study, 70% of executives say customer relationships are worth investing in. The latter is no longer seen as a cost, but as a source of income.
This content was produced in association with SCP. The BFM Business editorial team was not involved in the production of this content.
Source: BFM TV
