BE THE COMPANY YOUR CUSTOMERS EXPECT YOU TO BECustomer Engagement

When companies connect sources of customer data, they can improve how they interact with customers.

Your customers already expect seamless end-to-end omnichannel support

Whether it be via email, phone, online chat, messaging app – they want a quick and effective resolution to their issue. Your customers do not want to have to keep having to repeat themselves. Some of the most common challenges facing businesses are:
zendesk customer support Flexibility

For Your Customers

  • Today’s customers expect customer service to be easier, more convenient and faster
  • Expect brands to know who they are and think of them as more than just a ticket
  • Are unhappy if self-service fails and they still need to contact an agent

Key Stats

  • 52% of consumers switch providers due to poor customer service and once a customer is lost, 68% do not come back
  • Customers are willing to pay 4.5 times more for excellent customer experience versus a poor customer experience
zendesk customer support Streamline collaboration

For Your Support Teams

  • Need to get every interaction right
  • Strengthen customer relationships in an increasingly digital and self-service world
  • Strong relationships help build loyalty, higher customer lifetime value, and advocacy — all positively affecting top-line revenue — or hurting bottom-line profitability

Key Stats

  • 84% of companies aspired to be customer support leaders, but only 1 in 5 deliver good customer experience
  • Every customer support interaction is 4x as likely to decrease loyalty as to increase it
zendesk customer support Streamline collaboration

3 main areas to target

Our expertise, experience and solutions will help you innovate and improve customer satisfaction and increase agent productivity—at any scale.

Reduce customer effort to improve satisfaction

Benefit:

  • Customers get answers where and when they want (web, mobile, email).
  • Reduce back-forth, and customer frustration.

Key metrics:

– CSAT score, positive ratings v negative ratings, benchmark

– Average Handle Time (AHT), agent touches

Reduce agent effort to improve performance

Benefit:

  • Reduce time spent triaging.
  • Ramp agents faster and maintain high productivity.
  • More efficient, relevant, and personal customer interactions.

Key metrics:

– FRT, one-touch tickets, AHT, & agent touches

– Tickets backlog, reassignments, & solved

– ASAT & agent turnover

Innovate and scale to stay
ahead

Benefit:

  • Scale your operations without increasing costs.
  • Configure any workflow, and the agility to adapt with your changing business processes.

Key metrics:

– Implementation time

– TCO

– Payback

– Cost of maintaining current system

How we do it

We focus on engaging with your business to define the business model that will deliver the winning outcomes for you and your company.

We establish this with the full knowledge of the potential that new technology propositions bring.

We advocate newer, more modern propositions, that mix engagement with the ultimate flexibility to support your critical business functions and their integration to and from other business areas.

 

Zendesk combines best of breed core engagement with the AWS cloud and today’s best of breed solution-building technologies.

Our ‘Brilliant Basics’ approach establishes the foundation for customer engagement, which can be built thereafter, according to priority, ease, and value. This enables your company to migrate quickly to your new platform, with the ultimate in flexibility and specificity needed.

 

Working with Capventis was the best decision we made when customising Zendesk to best suit our needs. From the initial requirements call straight to implementation we were very pleased how smoothly the project progressed. Throughout UAT, Capventis were very understanding, clear and helpful & we were extremely impressed with the final product. If you require assistance to customise Zendesk, we highly recommend Capventis.

Head of Customer SupportOpenJaw Technologies

The team from Capventis were great. They took time to understand our setup, what we needed and what could really add benefit to us. The recommendations they shared have given us clear guidance to move forward with our Zendesk setup in order to drive a better agent and customer experience.

Customer LeadPatch

HOW CAN WE HELP?Talk to us about improving your customer engagement strategy

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