Nijmegen, Gelderland, Netherlands
Klantenservice hoeft niet frustrerend te zijn — niet voor je klanten, niet voor je team. Met CX Digital help ik e-commerce en B2C bedrijven hun customer service opschalen. Van Zendesk implementatie tot procesoptimalisatie, van slim routeren tot snellere afhandeling. Wat ik doe: → Zendesk implementaties en optimalisatie → CS-processen stroomlijnen zodat teams meer doen met minder → Automatisering waar het past, menselijk contact waar het moet Geen hype, wel resultaat. Ik geloof in technologie die je team sterker maakt — niet vervangt. Benieuwd wat er mogelijk is? Stuur me een DM of kijk op cxdigital.nl
Set up CX reporting for CS teams, finally insights grouped in actionable overview. Monthly update for CS team per site language with roll up over all sites for better insights as a team.
CX Digital is dé partner voor het verbeteren van de klantbeleving en serviceprocessen. Inzicht? Actie! Een toonaangevend bedrijf met expertise in CRM-oplossingen zoals Zendesk, interactieve rapportages en verandermanagement. CX Digital helpt jouw customer service naar een hoger level. Alles voor een betere klantbeleving onder één dak.
We transformed several clients to change their way of working and bring more digital tooling inside to reach their objectives. These objectives could be: Become more productive: By looking at their it-landscape, business process and partners we analyzed set up, organized alignment meeting and get steps defined to support the change. Client wanted to save on costs per contact in their CS Operation. By analyzing set up, channels in use and configuration of their CRM we suggested changes to add Chatbot and Virtual agent services. Add more channels like Whatsapp / Messaging as younger customers prefer these channels and skip the phone. Thanks to changing the mix their costs per contact went down, where the productivity went up. Client was at the end of the lifecycle of the Software, this resulted in more FTE to support instead of more technology to support the growing demand of interactions with their customer base. By redesigning the process and suggesting new integrations into the new CRM we could reduce the FTE headcount and increase the productivity. Global Fashion brand wanted to migrate from homegrown CRM into OMNI-channel set up to support their growing business in EU and EMEA. By analyzing data set up and structure we made changes in the Categorisation of the incoming customer requests. From there a manual ticket assignment was changed into rules based assignment with better response rates, higher CSAT and better SLA. The biggest change in reporting was created by introducing a new C1-C2 structure in their CRM system. Spanish footwear company needed CS set up for 7 languages but activity was only for 3 FTE, created a multi-brand set up and combined clients with similar profile in new set up with new team. All data is strictly separated but agents can support several brands making this set up very effective for agents and for the clients.
Supporting EMEA team in building new platform and integrations to new tools for better Customer Experience on the new sites.
Analyze set up options in new BPO and work out planning with LEVI's Ecom-OPS manager to prepare for move. We had 10 weeks from start to go live to make this happen. BPO partner worked according to our developed House-of-CX methology. So we planned the right things to do and measure our KPI's to verify if we were doing the right things. We went live just before Black Friday and took over service from the previous call center. Once the End of year peak was gone we could work on further stabilizing the new operation, with a new BPO vendor and in new CRM software. From here new projects where set up to integrate phone and other channels into the CRM. Setting up more self service channels and help center for more structured requests coming in helped us to increase the productivity for the team. From analyzing we found that our CS agents where the only staff talking to our clients every day. By transforming these requests in a new Categorisation and combining with order data we could create impressive insights in our data set up for the Merch and Sales teams in HQ. Our dashboards are used around the globe for insights on activity in the CS area. By verifying returns data we found that often we could have prevented a return, around 5-7% of returns are caused by incorrect images on the website, The MERCH teams did not had insights in this, with support of a new vendor we could immediately share the incorrect images to the Merchandise teams to get these changed. Besided that remarks on sizing or fabrics are also shared so we could focus on our top20 returns, improve these and move on.