Also the Gartner Magic Quadrant for the CRM Customer Engagement Center agrees: Zendesk, a software company that focuses on customer service, has been among leading providers in terms of usability, agility and time-to-value since 2016.
Following the multiple long-lasting lockdowns as a result of the Covid-19 pandemic, service and customer experience have shifted to a “digital first” orientation, which, compared to the past, includes ever more contact channels and on-demand services. However, linking customer experience to simply discovering quick and immediate solutions, without linking it to building long-term valuable relationships, would reduce customer retention opportunities and capacity for up-selling and cross-selling to better serve customers.
To date, high-quality service can not only drive sales, but it is directly proportional to the success of companies.
People and technology are the drivers of success, and that is precisely why the new Zendesk and Alpenite partnership was forged to assist customer growth:
- Improving customer experience: offering omnichannel experiences, i.e. recognising the customer across the various physical and digital touchpoints employed, prioritising simple and proactive interactions
- Improving work team experience: self-service and chat-bot functions can decrease incoming ticket volumes and sort requests, making the work team more efficient and more focused on solving the most urgent and complex issues
- Building a business-oriented approach: thanks to evolution of the customer experience, it is much easier for companies to generate new up-selling and cross-selling opportunities and reduce their churn rate; in addition, by digitalizing the process, real-time performance can be monitored and the impact generated by the service can be easily measured
As a result, the performance of customer service is not only easier to understand, but it can actually help anticipate emerging trends.
“In a market where the cost of acquiring new customers is increasingly high, cultivating and strengthening good customer relations is the best investment a company can make” – Oscar Sala, Alpenite Business Developer
“Alpenite’s holistic view of the digital world enables our clients not only to take full advantage of the potential of our technology, but to redesign their processes, making them efficient and scalable” – Mario Manzoli, Zendesk Mediterranean Region Senior Partner Executive