The Art of Customer Service // by Solvemate.

A look back at 32 episodes of „The Art Of Customer Service“As mentioned in earlier episodes, Solvemate was acquired in March 2021 by Dixa, the all-in-one, intelligent customer service platform. With the objective of joining forces and keeping on delivering high-quality content with top-notch guests, future podcasts will be hosted by Dixa. In his last episode as host, Erik Pfannmöller goes over the key learnings processed and retained while discussing with customer service thought leaders over the past two and a half years. In this episode you'll learn… • Why customer service should be at the heart of any business strategy • What are the key customer service KPIs to follow • How empathy is a core driver in customer service • How to wisely choose a CRM system and smartly implement it • What does it mean to build an international multi-language team with country-specific standardized answers based on cultural differences • Why there should be an overarching goal between Marketing and customer service • How to shift your customer service to remote and still deliver a stellar service experience • How to develop long-term thinking in a crisis and why proactive, clear, and transparent communication with customers is key • What is value-oriented communication and why you should focus on the long-term oriented customer relationship. “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. ||||| PEOPLE ||||| 👤 Erik Pfannmöller [https://www.linkedin.com/in/erikpfannmoeller/], CEO & Founder Solvemate ||||| LINKS ||||| 🚨 Download our “Beginner’s Guide to Customer Service Chatbots” [https://in.solvemate.com/en/guide-beginner-customer-service-chatbot] 🚨 Download our guide on “How to Create a Customer Service Funnel” [https://in.solvemate.com/en/guide-customer-service-funnel] ||||| ABOUT SOLVEMATE ||||| 🤖 Solvemate [https://www.solvemate.com/en/] enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. ||||| CHAPTER ||||| (00:00:00) Introduction to the topic (00:02:44) Episode 1-6 (00:07:17) Episode 7-10 (00:12:09) Episode 11-18 (00:18:38) Episode 19-24 (00:23:57) Episode 25-32 ||||| MORE INFORMATION ||||| To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com [http://www.solvemate.com/]

How to create the perfect customer experience beyond the purchaseWhen we think of design, we often think of product design. But have you thought recently about service design? Good service design goes beyond customer satisfaction and into building strong customer relationships that are good for both customers and employees. A carefully designed customer experience can make a company more efficient, while boosting customer and employee happiness too. In this episode you’ll learn about the importance of service design, and why companies these days need to compete not on getting a good share of the customer’s wallet, but a good share of the customer’s time and care. In this episode, you’ll learn… • …what is service design and why does it matter • …why companies need to remember that even if they automate parts of their customer service process, the experience is still a fully human one • …that customers are the only ones that can see the customer experience from the customer’s viewpoint, and how this makes them co-creators of service design • …why companies need to understand that customer service doesn’t begin and end at the edges of the computer or phone screen. It covers the entire customer journey from the first query or search • …the importance of not just stepping into the customer’s shoes, but also understanding the context around their service interactions and their use of a product • …how a deeper understanding of customer needs builds stronger relationships, helps a company be more efficient, and boosts employee happiness too • …how the pandemic changed the way customers interact with companies • …why customer service is not a cost, but in fact an opportunity to engage, learn and improve • …why the future of service design lies in how we serve each other, together 👉 “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller [https://www.linkedin.com/in/erikpfannmoeller/], AI-expert and founder of Solvemate, a leading platform for customer service automation 👤 Guest: Stefan Moritz [https://se.linkedin.com/in/stefanmoritz], Senior Expert at McKinsey Design ||||| ABOUT SOLVEMATE ||||| 🤖 Solvemate [https://www.solvemate.com/en/] enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. ||||| LINKS ||||| 🚨 Download [https://in.solvemate.com/en/guide-beginner-customer-service-chatbot] our “Beginner’s Guide to Customer Service Chatbots” 🚨 Download [https://in.solvemate.com/en/guide-customer-service-funnel] our guide on “How to Create a Customer Service Funnel” ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 05:08 | Outsourcing services? from 11:11 | How software defines the customer experience from 16:12 | Why are Start-Ups too product focused? from 23:19 | How Covid changed service design ||||| MORE INFORMATION ||||| To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com [http://www.solvemate.com]

Agent-centred, data-driven & automated Have you heard the maxim that it costs less to retain an existing customer than to acquire a new one? It turns out that customer acquisition is just the start. The future will be all about building customer friendships that create loyalty and turn customers into advocates. In this episode, Mads Fosselius, CEO of Dixa, and Benoit Gagnon, CEO of Miuros, talk with Erik about their recent merger and what it means for the future of customer service. Tune in for a look at how the effortless trinity of agent-centered, data-driven, and automated customer service is changing the way companies build and value customer relationships. In this episode, you’ll learn… • …how the future will take companies beyond customer retention into building customer friendships • …why enabling effortless conversations across multiple platforms matters • …how businesses can use a combination of smart people and smart technology to empower their whole team, from managers to agents • …how Dixa, Miuros, and Solvemate are working to help companies create truly effortless customer experiences 👉 “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller [https://www.linkedin.com/in/erikpfannmoeller/], AI-expert and founder of Solvemate, a leading platform for customer service automation 👤 Guest: Mads Fosselius [https://www.linkedin.com/in/madsfosselius], CEO & Co-founder of Dixa 👤 Guest: Benoit Gagnon [https://www.linkedin.com/in/benoitgagnon/], CEO of miuros ||||| ABOUT SOLVEMATE ||||| 🤖 Solvemate [https://www.solvemate.com/en/] enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. ||||| LINKS ||||| 🚨 Download our “Beginner’s Guide to Customer Service Chatbots [https://in.solvemate.com/en/guide-beginner-customer-service-chatbot]” 🚨 Download our guide on “How to Create a Customer Service Funnel” [https://in.solvemate.com/en/guide-customer-service-funnel] ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 03:16 | How does Dixa prepare for the future of customer service? from 09:15 | The Conversational Age from 16:05 | Why are customer service agents currently undervalued? from 19:39 | How will the industry change in the next 5 years? ||||| MORE INFORMATION ||||| To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com [http://www.solvemate.com]

Cognite’s path towards a frictionless customer experience Companies today still spend a lot of time and effort on acquiring new customers but often forget the importance of the post sale experience. This episode’s guest, Alex Farmer, VP of Customer Success at Cognite and founder of Customer Success Excellence, the world’s first awards ceremony dedicated to the customer service profession, and named a 2021 Top 25 Customer Success influencers by SuccessHacker, shares with Erik a fresh perspective on how to create a frictionless post-sales experience. From building and using the power of the customer community to using technology in new ways to deliver a 1:1 experience at scale, discover some great new ways to create a frictionless customer experience. In this episode, you’ll learn… • why a frictionless experience is so important post sale • the real difference between customer service and customer success - proactiveness vs reactiveness • the rise of customer communities and all the ways they can improve the customer service experience • why customer experience should not be a department - it’s just a gap filler for a broken view of the 👉 “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller, AI-expert and founder of Solvemate, a leading platform for customer service automation – https://www.linkedin.com/in/erikpfannmoeller/ [https://www.linkedin.com/in/erikpfannmoeller/] 👤 Guest: Alex Farmer, VP of Customer Success at Cognite - https://www.linkedin.com/in/alexanderfarmer/ [https://www.linkedin.com/in/alexanderfarmer/] ||||| ABOUT SOLVEMATE ||||| 🤖 Solvemate enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. – https://www.solvemate.com/en/ [https://www.solvemate.com/en/] ||||| LINKS ||||| 🚨 Download our “Beginner’s Guide to Customer Service Chatbots”: https://in.solvemate.com/en/guide-beginner-customer-service-chatbot [https://in.solvemate.com/en/guide-beginner-customer-service-chatbot] 🚨 Download our guide on “How to Create a Customer Service Funnel”: https://in.solvemate.com/en/guide-customer-service-funnel [https://in.solvemate.com/en/guide-customer-service-funnel] ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 04:58 | Customer service, customer success & customer experience from 08:53 | How do you create a „frictionless experience“? from 15:12 | Frictionless experience & community from 18:32 | Micro-Targeting of individual users from 26:34 | How to operationalise checklists with customers? ||||| MORE INFORMATION ||||| To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com [http://www.solvemate.com]

Balance between strategic business objectives and the customer’s experienceCompanies need to strike a balance between strategic business objectives and the customer’s experience. Learn what it means to create intentional, not accidental, customer experiences that could create the raving fans every company aspires to have. This episode’s guest, Ian Golding, author of Customer What? The honest and practical guide to customer experience, shares with Erik his passion and insights into what it takes to make create intentional customer experiences in a sustainable way. In this episode, you’ll learn… ● …why most companies haven’t understood the importance of CX ● …the emotional element of CX - good, bad or none ● …why so many leaders don’t understand the importance of CX ● …how worrying about shareholder value is mistakenly holding customer service back ● …how to create a customer experience leadership mindset ● …the hidden role of employees in customer experience ● …what is the customer service chain ● …making CX intentional, avoid the accidental experience ● …how a framework can help make CX sustainable 👉 “The Art of Customer Service” is a podcast by Solvemate. You’re being connected… Hello, how can we help you? For top notch customer service insights and advice, just click the play button of “The Art of Customer Service”. Erik Pfannmöller and his guests cover lots of great topics on the subject of customer service industry trends, best practices, tools, techniques and advice. ||||| PEOPLE ||||| 🗣 Moderation: Erik Pfannmöller [https://www.linkedin.com/in/erikpfannmoeller/], AI-expert and founder of Solvemate, a leading platform for customer service automation 👤 Guest: Ian Golding [https://www.linkedin.com/in/iangolding/], CEO and Founder, Customer Experience Consultancy Ltd ||||| ABOUT SOLVEMATE ||||| 🤖 Solvemate [https://www.solvemate.com/en/] enables brands to deliver quality customer service through meaningful conversations. Our automation platform, powered by smart conversational AI, allows companies to deliver quality customer service, faster. Solvemate is trusted by brands such as On, musicMagpie, and ARMEDANGELS. ||||| LINKS ||||| 🚨 Download [https://in.solvemate.com/en/guide-beginner-customer-service-chatbot] our “Beginner’s Guide to Customer Service Chatbots” 🚨 Download [https://in.solvemate.com/en/guide-customer-service-funnel] our guide on “How to Create a Customer Service Funnel” ||||| CHAPTERS ||||| from 00:00 | Introduction to the topic from 03:07 | Ians experiences of CX from 08:03 | Overcoming resistance from 12:43 | CX at the example of Amazon and Apple from 18:37 | The shareholders dilemma from 26:21 | Getting a better view on CX from 34:19 | Making CX intentional ||||| MORE INFORMATION ||||| To learn more on how customer service automation can help your service teams improve customer and agent satisfaction, visit www.solvemate.com [http://www.solvemate.com]