Deutsche Version
14
Nov
2023
News
CRM partnership with easyconsult
Markus Bergmann (World Direct) Massimo Borelli (Microsoft) and Oliver Witvoet (easyconsult) are rightly in a good mood. After strategic discussions, it was clear that it made sense to work together more closely in future in order to be able to offer even better CRM customer service solutions together.
In times of increasing customer enquiries, service departments are faced with a double dilemma: on the one hand, customers expect to be served quickly across all communication channels - from traditional calls and emails to modern platforms such as chat and WhatsApp - and on the other hand, there is a noticeable shortage of qualified customer service and support staff.
New opportunities and challenges in customer service
The answer to these challenges lies in the strategic use of modern technology. Artificial intelligence (AI) plays an important role here, as does the use of intelligent systems for routing calls and assigning them to the right employees. Supplementary self-service offerings relieve the burden on staff and make it possible to handle a higher volume of enquiries with existing resources and increase service quality.
We are stepping up to untie the Gordian knot in service: Compensating for staff shortages with technology and at the same time exceeding rising customer expectations.
Markus Bergmann Head of CRM, World Direct
Our joint customers benefit from our combined expertise, especially in the service sector, with a large pool of specialists.
Oliver Witvoet CEO, easyconsult
Partnership with easyconsult
The new partnership with easyconsult is an important step towards utilising these technologies effectively. By combining our knowledge in the high-volume contact centre sector and our multi-channel approach with easyconsult's industry expertise in the industrial environment and field service, we are creating a powerful synergy that is far greater than the sum of its parts.
Our customers benefit from access to an extended range of experts and specialised services. With this bundled expertise, we guarantee even more precise and faster processing of customer enquiries, resulting in greater satisfaction and cost reduction.
The co-operation between World Direct and easyconsult is our initiative to meet the new challenges in customer service and reflects our commitment to quality and efficiency.