How did the customer experience become the employee experience?
For us, the parallelism between the relationship with the client and the relationship with the employee has always been evident. In any case, interaction, listening, attention are central elements, necessary for the creation of a relationship of trust. But it is true that the health crisis has greatly accelerated this process. The rise of telecommuting, the risks of recession and shortages, the emergence of new methods of communication, have called many achievements into question. The employees questioned themselves, but also the companies. We have witnessed removals, professional reconversion, in short, a change in the work space, in the relationship with the missions, in the links between human resources and operational teams.
Zendesk has been and continues to be at the center of internal business transformation. We help them to be in contact with their collaborators, to take their requests and ideas into account, to offer them freer, more inclusive and interactive spaces for expression. In other words, we put technology at the service of human relations and, ultimately, the well-being of employees. And works ! According to a study we conducted in 2022, 64% of companies believe that our tools improve internal collaboration.
What tools does Zendesk provide for businesses?
First of all, these are tools dedicated to human resources. Human resources are often overwhelmed with various tasks, attached to their calling to help employees find meaning in their missions. Our platform has centralized and automated many HR tasks: some fifteen tools built into Zendesk make it possible to perform the fifty most common and time-consuming tasks. It is about the entire employee journey, and involves the management of incorporations, parental leave, promotions, departures, etc. By automating and simplifying the tasks associated with these highlights of the employee journey, we create fluidity and, by extension, employee satisfaction. Communication between operational staff and HR is better and the retention rate is higher.
Beyond these benefits in terms of wellbeing and engagement, using our platform internally also frees up HR. Employees truly gain autonomy and can rely on Zendesk to perform many administrative procedures. Save time as well as serenity. HR can focus on the raison d’être of its mission, whether it’s building cohesion between teams or helping management adapt to an ever-changing legal framework.
Finally, our solution, being conversational and omnichannel, gives employees the ability to communicate with their HR department on a daily basis, regardless of the chosen vector (email, web, chat, messaging, etc.). At Tesco, which implemented our solution, 80% of requests are resolved in a single exchange.
In short, the idea is to treat your employees as your customers…
Who has never heard the formula: “the customer is king”? In any case, this is the policy of many companies, which place customer satisfaction at the center of their business model, hoping to build consumer loyalty while collecting good customer reviews online. The principle is the same with their employees: companies have understood that the implementation of digital tools that facilitate the relationship with their employees is the guarantee of greater productivity and greater profitability.
In this sense, Zendesk enables the modernization of its digitized internal assistance services, helping employees to express themselves with greater freedom, clarity and in front of the most competent interlocutor. Our platform also directly affects the IT departments of companies. Our internal request orchestration tool breaks the glass ceiling that exists between IT departments and other employees, thanks to an instinctive and inclusive operation. Since the French Office for Immigration and Integration (OFII) uses our platform, the Information Systems Department and the Real Estate and Logistics Department process the requests of their internal users with much more responsiveness, simplicity and precision. The level of satisfaction is affected, up to 95%. And that is just the beginning.
In addition, our solution to automate key operations encourages employees to take charge of many maneuvers, which are now accessible to all, such as changing passwords, juggling between different communication channels, etc. Like what we promise to HR: liberation through automation with consequently the possibility to concentrate on their core missions, we offer peace of mind and time to IT departments. The opportunity for key stakeholders to focus on their priority goals, without being monopolized by additional requests. For the employees, as you will have understood, it is a new guarantee of serenity, well-being at work and good communication with other teams as well as with management.
The employee experience and the customer experience are thus closely linked, the first being the mirror of the second, it should not be a secondary issue. On the contrary, it is particularly strategic, having a great impact not only on its immediate collaborators, but also on its clients, its partners and fundamentally on the success and profits of a company. The ultimate goal is to create an experience that allows customers and employees to interact with the company, whatever their problem, the topic at hand (HR, finance or IT) or the channel used (phone, chat, email or messaging). .
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
