Empowering Customer Service Agents with Knowledge
Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze, a tool that helps companies capture a holistic view of their customers’ data. They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service.
“Customers today have an “I need it now” approach. Customer service professionals need to know how to easily access information for them to understand the context of the customer’s concerns.”
“The ease of the customer service representative’s job is a great indication of the customer satisfaction levels. Companies need to arm their frontline customer service teams with technology that empowers them to offer a better customer experience.”
“The right technology can help companies anticipate what issues and concerns their customers will be coming to them with. This empowers customer service representatives to give customers exactly what they need when they need it.”
“Customer engagement is not a one-shot problem-solving action; it is a proactive and continuous process.”
“Companies can use AI to look for patterns in customer behavior to anticipate issues and generate solutions before problems even occur.”
Daniel Fallmann founded Mindbreeze in 2005 at the age of 23, after he finished his studies in computer science. As Mindbreeze’s CEO he is a living example of high quality and innovation standards. His passion for enterprise search and machine learning in a big data environment fascinated not only the Mindbreeze employees but also their customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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