 Super godt. Så fik vi styr på alle det praktiske. Og jeg er det velkommen og tak fordi I deltager på det her inspirationswebinar. Lad mig starte med at spørge om, hvordan I mødekommer og overgår din virksomhed forventninger til god kundeservice i 2021. Netop på det her webinar hjem, der dykker vi ned i, og kommer med bud på, hvordan du kan styrke og lavere gode kunde oplevelser. Så i følge statistikken, der er 41% af virksomhederne, at de giver en overliggende kundeservice oplevelse. Men det er faktisk bare 8% af kunder, der faktisk er enig. Så hvordan ser du bort for de her procenter, og overgår rent faktisk dine kunders forventninger? Vi sidder altså godt i følelset, og med dette hjem, der kommer der nogle nødvendige ændringer til, hvordan du opbygger og plejer relationer til potentielle, men også eksisterende kunder. Så vi vil derfor på det her webinar stille skarp på, hvordan du kan anvende superofficer-kostnere engagementplattform, som værker sig til at centralisere dine interaktioner, som du har med dine kunder. Så du netop i sidste ende kan imødekomme og overgå deres forventninger, uden at skulle opskalere dit team. Så lige kort, hvem vi er, som sidder her over i den anden ende, er skærmen, og har fornøjelsen af at være sammen med jer, den her forbeder, jeg hedder selv Camilla, og sidder i superofficer-kostnere-espilsteam, hvor min rolle er netop at hjælpe jer med bedre anvendelse af jer og superofficer, og sparing i forhold til at udenøtte funktionalitet og mulighed og bedst mulighed. Så har han min Norske CX-kollega Sjenette med mig i dag, og Sjenette vil jo selv gennemgå indholdet af hendes presentation, men lige kort, hvad du kan glæde dig til hjemme, så vil hun dykke ned i, hvad definerer den moderne kunden i dag, og hvordan kan du imødekomme den kundens forventninger. Og så vil hun fokusere på, hvordan du kan leverere god kundeservice gennem koste mig engagementplattformen, og her underviser nogle eksempler i en demo. Og som vi har gjort før, så vil Sjenettes presentation blive afspillet den her tidligere, det er en videooptalelse, som jeg sætter på, og hun snakker engelsk, der vil være danske undertexter på dem, men som sagt så selvom, at det er en optalelse, så vil vi gerne her lokal i superoffic Danmark, gerne præge indholdet vidst selv at være til sted i dag, og vi har vores egen tjert, hvor I kan stille spørgsmål til os personer. Så har du spørgsmål under vejs til det, som Sjenette kommer ind på, så stille dem endelig i tjerten, og så tager vi dem med til sidst efter presentationen. Og apropos tjerten, så har jeg min kollega Kim til at hjælpe mig med at svare på jeres gode spørgsmål. Han er teknisk konsulent og 100 meter mester i kvr. engagementplattformen, så han sidder klar til at hjælpe med at svare på spørgsmål. Nå, men med denne her introduktion, ja, men så vil jeg egentlig bare give mikrofonen videre til Sjenette, og så vil jeg vente bag og efter at samle op. Og med denne her introduktion kommer du til at sætte ud af, hvordan du bygger, og hvilke relationer du har med potentiale og assistere. Og i denne her færdighed, vi skriver, hvordan du skal stå op dine CX-indictene, til den næste færdighed, og hvordan du kan møde, og hvilke kvr-exploitationer du har med at skabe op dine tjene. Jeg hedder Sjenette, og jeg arbejder med kvr. eksperimenten her i Superfis, og også hostes de her færdigheder. Og min gode er at se dig, hvordan du kan bruge CRM til at bygge relationer across the entire customer journey, og at blive en fantastisk kvr-exploitation. Og i denne her færdighed, vi taler om CRM-strategie, vi prøver at gøre tips og tricks, og hvordan du kan møde smorder, så du kan blive det meste af din CRM-solution. Så lad os tage et kvr på agendaet for i dag. Så starte vi denne færdighed, om vi taler om den moderne customer, og hvordan vi kan sætte deres ansvar, og gøre de her gode kvr-exploitationer. Og så fokuserer vi på, hvordan vi kan gøre de her gode kvr-exploitationer, med en customer engagement platform. Og vi taler også om 9 customer service challenges, som Superfis kan gøre, og vi prøver også at se nogle eksempelser i demo. Og så, hvad er de næste steder for dig, og hvordan du kan starte, og også hvor du kan kontakte os, hvis du vil gøre mere om CX Strategy, og customer service, efter denne webinar. Så lad os starte med intro og moderne customer. Så med recent teknologi og digital transformation boom, en hele customer revolution har taget sted, og en ny breed af informerende og socialt engagerende customer har spurgt. Og før vi talte om customer 1.0, der spurgte det grønste indperson experience, og customer 2.0 spurgte det grønste online experience. Og nu taler vi om customer 3.0, der spurgte en seriøs omnets channel experience. Og customer spørger, at det er en stor del af personlige kærene, og hvis du ikke kan give dem til, er de mere lykkeligere, og det betyder, at ikke langt før, når en customer er blevet en kompetitor, det skærer en færdig del af risiko, og der er ingen garanterer. Men i dag er de risikere redueret, fordi de kan gøre et spørgsmål med en company, som kan være på Facebook, Google, eller review og komparenssiden, før de kan give dem et try. Og i anden måde, de har optioner som aldrig før, og ikke længere er præst eller produkt, det er derfor, at en customer spørger med dig. Så i dag er det alle om customer experience. Og for at være en kompetitor, du må gøre indenfor, og begynde til forhåbentligere, og gøre de skære eksperiencer. Men hvor? Du må være proaktiv. Og det betyder, at spørgsmål, og færdigere, og i anden måde du gøre det, du må gøre det, og gøre et spørgsmål med dem. Og companies, der sætter en customer, og der er eksperiencer, og en ønskning, og en løsning, hvordan, at være en customer centrik. En customer centrik startes med at fokusere på, hvad de er nødt til, og hvordan de vil interaktere med din business. Det er ikke dårlig produkt, det er færdigere eller revenermodel. Og med at sætte din company fra customer perspektiv, organisationen kan møde, og deliver en positiv eksperiment. Og consider the CEO of Apple, Tim Cook, who said, our whole rolling life is to give you something you didn't know you wanted, and then once you get it, you can't imagine your life without it. And Apple's entire strategy revolves around customer centristy. Their product makes customers fall in love, and their Apple centers provide world-class customer support to help them get set up and out the doors with a smile on their face. A customer centric brand creates products, processes and policies, and a culture that is designed to support customers with a great experience from initial discovery to the point of purchase and beyond. And this is the statistic that we often use. 80% of companies believe they are providing superior customer service experience, but only 8% of customers agree. So how do you stay away from those percentages and actually exceed the expectations of your customers? 54% of consumers say there's a need for improvement in customer service. And long gone are the days of waiting on hold for a company to call you back. People want responses faster than ever. And the secret to delivering a customer experience is shifting your focus from simply serving your customers to engaging with them in a seamless way. And to make those small, everyday interactions count, we can use what we call a customer engagement platform. A customer engagement platform stores every interaction you have with prospects and customers, every conversation, every email, live chat requests and customer support ticket is allowed here. And the platform gives you a way to communicate and engage with people based on their activity. For example you could suggest an offer on a product they might enjoy based on their order history. It can give instructions on how to find a feature tailored to the software version they are using. You can also send a customer directed to a guide that will solve their specific problem in your company's knowledge base. And you can ask a customer for feedback based on recent customer service tickets. And the platform gives you a way to create a seamless experience for buyers, as they interact with different touchpoints throughout the customer journey. And it's your only one contact center for managing every communication you have with someone outside of your company. And SuperFace customer engagement platform or SEP, what we call it for short, helps you centralize your interactions with customers in one place. So you can build connections with your customers through live chat, encourage them to sign up to assist your newsletter and help them to solve their problems with an engaging self-service solution. And all of this means you can stay in touch with your customers throughout the journey offering support in the way that suits them. And here are some examples of how you can engage. And the first we can use is a self-service portal. Because the appetite for your self-service is growing and data shows that 70% of customers are using self-service tools as a part of their customer journey. Customers want to be able to solve a problem or find an answer in real time and on their terms. Here we can use a customer-facing service center that streamlines and connects to your customers with your service team. You can connect a customer center homepage out of the box with no coding required. And we can provide ticket support, self-help and automatic knowledge page suggestions. We can have a chat to offer assistance then and there. And then we can use forms to invite customers into the conversation. And self-service portals give customers the opportunity to proactively manage their account, view orders, submit tickets, manage their subscriptions and communicate with you directly. That way you'll increase your chance of customer satisfaction and reduce your spend on support. And sometimes the customers contact your team to get an answer to a question that's been asked before. So here can be proactive and help your team prioritize specialized requests by creating a frequently asked questions section. And then also these FAQs are like a knowledge base but more concise version which is usually open to non-customers as well. And they should cover questions that you get asked about regarding plans and pricing, account management, implementation of your services or maybe support. And customer engagement platforms allow you to create and manage your FAQs from the same place that you've received customer inquiries. And this cuts down the time spent between multiple platforms and your support teams can suggest FAQs based on recent customer activity too. And it prevents multiple people asking the same thing time and time again. And then we can also use live chat which we mentioned before. Because according to recent studies 92% of customers feel satisfied when they use live chat to deal with businesses. And 42% of customers name chat as the leading online contact source. Beating, email and social media. Why? Because the average response time for customer support inquiry sits at 12 hours and 10 minutes. But live chat on the other hand gives customers a quick and easy way to get immediate responses to their queries. And you can embed the chat on your business website to capture people who have questions about your product and services. And inside your customer engagement platform support agents can or will have access to a chat screen that will give them relevant details about the customer, their query and how it's progressed so far. And then you will also make it easy to get in touch with web forms. And chances are you're using one of these types of forms on your website already. Maybe a contact us form or a request demo or a meeting form or maybe sign up for a newsletter. So we can add forms to any website or mailings. We can capture information and GDPR consents automatically into your CRM database. Because to automate data processing and we can also create as many forms that you need without any coding required. And the set will allow you to set notifications for submitted forms and update data automatically. And this means you can proactively handle requests, action customer feedback and update your customer list all without manually checking your web forms. And you'll also be able to see these form completions inside the customer history section. And this give you the chance to send out tailored communication to your customers and deliver better messaging. Customer wants to feel like they have a connection with your company. They want quick responses and a personalized service through a medium that they're comfortable with. And a customer engagement platform gives you the tools to make that happen. And the customer center is a standalone portal that can be integrated into your existing website and give your customers the opportunity to communicate with you or to help themselves 24-7. With the customer center your customers can log in, view their request history, ask questions, manage their subscription or search the knowledge base. And sometimes your customers contact your team to get an answer to a question that's been asked before. So be proactive and help your team and your customers by creating a frequently asked questions section. And it saves request handler's time and customers receive precise and quality short answers. Another way to provide great service is via chat. Fast response times lead to higher customer success and satisfaction rates. And with the Superfist chat you can engage with several customers at once and answer questions immediately to keep customers happy. And inside Superfist your team will have access to a chat screen that gives them relevant details about the customer, their query and how it's progressed so far. And you can build professionally looking web forms to start conversations. With no coding acquired forms in Superfist let you gather high quality data, automatically update your serum database and create tickets that your service team can handle. And it's easy to embed on your website in mailings or at link in the chats. And up until now I've talked about the customer experience and the app that face the customer. And while attending to customer facing processes is important in the end it's the internal processes of customer service that underlie and shape the overall customer experience you offer on the outside. So that's why a business should evaluate the entire customer service process flow. And to do all of this you need a little help from technology. And more specifically you need a solution that can help you optimize and streamline your customer service process. And that's why I want to talk a little bit about the Superfist service solution in more detail and how we can help you deliver better customer experiences tied together with the customer facing apps. But before we look at the nine challenges that Superfist service can solve I want to add that when we're talking about customer service I'm not just talking about your typical customer service department like support and help desk at the customer service. Customer service is not a department it should be everyone's job. So if you care about the customer experience of your customer you need to consider that everyone in your company usually communicates with your customers at some point. So instead of asking finance for an invoice copy by email which easily can get lost in someone's inbox or forward to the wrong person maybe you need to follow up to make sure that the customer actually got what they asked for instead you can centralize all important information and communication regarding a customer request in one system. So whether that inquiry come via an email, by phone through your website or chat you can keep track of and answer it as soon as it comes in. So from there it can be automatically assigned to the right category and key personnel, such as finance if it's building related or directed to the sales department if it's someone signing up for a demo. So let's take a look at some examples of typical challenges and how to step up your CX initiatives with Superfist service. So why is the customer service solution the best remedy if your customer service is rolling out of control? A quick answer is it gives you the big picture of your clients. In Superfist our service solution is connected to our CRM that comes with a wealth of relationship management features and here we'll find all important information on your customers and prospects. And this in turn gives you instant access to and better understanding of who they are what they want and what business relationship they have with your company. And this means that your company's team can access any customers' previous interactions issues or solutions at a click of a button and your customers won't need to annoyingly repeat who they are and what they need from you all over again which allows your customer service team to help customers in a short amount of time. So the second is to funnel all of your channels into one place. When your business grows your presence and you become more visible people start approaching you via numerous different channels and in this case a service system can help you capture customer inquiries from these different channels and follow them into one central place and turn them into what we call tickets or cases and this have unique reference numbers for your team to handle. So you don't need to have separate systems or dedicated people who only serve certain channels because everything comes to and it's managed into a single point of reference. For eksempel service is connected to the main contact serial database helping you to track and answer all customer inquiries no matter how they come in. And third is to manage the workload and allocation of tickets. This is easy to feel stressed about not having control of all inquiries and emails coming in and WorkAware can ruin any good customer experience. So a customer service system allows you to evenly spread the workload among everyone so that your team doesn't get overwhelmed or even overworked. So it also takes away the pain of figuring out how to assign a particular ticket to a particular co-worker or an agent. So when a ticket gets in the hands of a specialist it gets solved quicker and it brings less stress for the team and ultimately the customer gets a better experience. And the fourth is to stay polite and keep your customers informed. So when the typical low volume customer requests are replaced with hundreds it's easy to lose track and remember to communicate properly with the customer. On the other hand, as a customer it's nothing worse than sending an email and not being sure you send it to the correct email, department or if it was received at all. So then you might proceed to send another email just to make sure. Or you can use another channel hoping for instant feedback like in social media for eksempel. And to make sure that your teams stay polite and never forget to say hello or thank you or goodbye you can set up service solution to send out automatic replies to all new requests informing your customers that their inquiry was received and sign a ticket number so that they can chase and refer to that later on. And after the case is solved you can send automatic emails to inquire whether your customers were happy with the service you had offered. And number five is to prioritize customer requests. Prioritizing tasks is key business so certain customers and request types should also have priority while others can be addressed later on. So whether you work at the region's top affirming company or at a local family run store every business can relate to having important customers. An important customer might be your largest account that spends the most or the customers who was not treated well in the past and now deserves extra attention. Either way these people get priority. And this can be difficult if you have to browse through your inbox one email at a time in order to remember why they're emailing you in the first place. So one of the biggest benefits of customer service software is that you can prioritize customer requests according to any criteria and use sets. In supervised service creating alerts is easy and you can simply choose the type of message you wish to be notified on and how you want to be notified. And number six is to eliminate backlogs and speed up your response times. So these two challenges backlogs and slow response times usually go hand in hand and get even worse when a company grows. So when customers need information they don't just want it fast they want it right now. So that's why they become knocking on each and every door to get your attention via chat give me via online request forms email, phone or social media. And the result is that you may end up with a backlog of cases and a bunch of annoyed customers. And again a customer service solution can help you solve these problems in your voice. We can automatically escalate tickets to another line of support or alert the customer service manager if they remain unanswered for a set amount of time. We can also create a macro to automate such actions as sending replies to frequent requests moving request to other departments or assigning request to your colleagues. And the best part is that you don't need to have special programming skills to create these macros in superfaces. We can also use live chat because this is the fastest way to help a customer. This way you can solve a problem in real time offer links to additional resources like FAQs videos price lists or documents and establish a closer and immediate relationship with a customer. And number 7 is to have better communication both internally and externally. When handling customer requests you're not always able to answer the request on your own. You may sometimes need to ask for help from a colleague or partner outside of the company. And complex requests can take a lot of time to solve. And this can involve a lot of communication between the customer and multiple request handlers. So go the usual route sending and forwarding email might get messy. The request can be sent between persons and departments. You lose part of the communication thread and maybe you need to keep pushing for follow-ups. Or even worse maybe someone actually forgets to update the customer. And in service it's easy to handle all the communication both externally and internally. So using comments to communicate important information internally without the customer getting access. So to make it easier to find and sort multiple messages in a request you can also flag important messages and filter the message list. And number eight is to get important feedback to improve services. And customer service is about giving customers what they want. But first you also need to find out what that is. And there's no better way than to actually ask them. Companies that frequently check in with their customers can easily identify areas of weakness and collect them before customers become unhappy. So how do you collect feedback from your customers? You can include a feedback form or you can simply follow up and ask for a feedback directly after the request is closed. You could also review your customer service tickets and analyze the most common questions and then using tags makes it easier to segment areas and topics, so it's easier to review later on. And that way you don't end up searching for keywords, old emails and separate surveys. And you have more information you can use to deliver even greater customer experiences. And number nine is just as the performance. In order to see whether your customer service processes work or not, you need to be able to evaluate them. And for that you need to get analytical, you need to pull reports that shed light on the performance of your customer service team and the quality of support they offer to your customers. And there's a number of criteria that you may want to analyze. How long it takes for a new ticket to be picked up by an agent? How long it takes an agent to resolve a ticket? How many tickets an agent has on average and many more? So for eksempel, in service it allows managers to pull a variety of customer service reports and see whether your customers' expectations are met and plan the workload of the support team more efficiently. So let's see how service can help you work more efficiently and deliver those great customer experiences. But first let's start in Superficiara. Because remember the chats and the web forms and updating of subscriptions? This we will find on the customer card. And that gives us that 360 degree overview of all activities on the same customer. And here we also have requests. So here we can see all the details and what happened in that request. And we can also click and go through to service. And the solution is built to receive, track and follow up customer inquiries regardless of channel like email, form, chat or web form. And with automatic categorisation and assignment to the right person you save a lot of time and resources. You can create multiple email accounts to receive customer service tickets about specific areas. For eksempel product related, technical, billing questions, HR and IT for eksempel. Which then are assigned to a category and a dedicated person or team. And setting up email accounts and filtering by keywords is easy and you no longer have to waste time sorting and distributing your enquiries manually. And each request is automatically assigned a unique reference number and a place in the queue system. And the system sends automated replies to all new requests informing your customers that their inquiry was received and assigned a ticket number. And the number tracks all communications related to that inquiry. So if a customer replies it will be updated on the request. You can use reply templates to handle frequent requests that can be answered in a systematic way. You can create a library of email templates that can be easily personalised. You can also group these templates by topics and use them to speed up your response times significantly. In service it's easy to handle all communication both externally and internally. Using comments we can communicate important information internally without the customer getting access to that information. And to make it easier to find and sort multiple messages in your request you can flag important messages and filter the message lists. You can easily transfer the case and responsibility to others and still get notifications if you added to your favourites list. And you can prioritise customer requests according to any criteria you set. For eksempel you can create notifications and alerts so that if an email is not answered within 4 hours it would jump to the customer service queue and go directly to the next available agent or leader. You can also include a feedback form or simply follow up and ask for feedback directly after the request is closed. You can also review your customer service tickets and analyse the most common questions. Using tags makes it easier to segment areas and topics so it's easy to review later on. And you can set up workflows, triggers and tasks that suit you and your business. Intelligent case flows ensure that your customers always get the attention they deserve and that the right persons help them at the right time. So you can create a macro to automate such actions as sending replies to frequent requests removing requests to other departments or assigning requests to your colleagues. You can also group similar requests together and handle them as one. In SuperProfesservice we call it patch management. It allows you to merge similar requests into one or use the reply to customers feature where you can send the same answer or an FAQ to all selected customers. In SuperProfesservice allows managers to pull a variety of customer service reports that allow to identify trends, notice areas that need improvement or additional trends or additional training of the staff see whether your customers expectations are met and plan the workload of the supporting more efficiently. So customer expectations are higher than ever and word of mouth travels fast. And as the customer becomes even more empowered it increases the importance of the customer experience. And with a customer engagement platform anyone wanting to ask a question can do so through one of the many communication channels including self-service portal knowledge base customer service software webforms and live chat. And all of that customer data is stockpiled into one central tool which empowers your customer security to get the right message to the right customer. And the end result is an effective and proactive approach to customer experience with supervised service that helps to deliver the personalized experience that the modern day buyers spend. So what's the next steps for you if you want to step up your CX initiatives? When it comes to creating a great customer experience we always say it's important to consider the entire customer journey and this means that you need a clear understanding of the end-to-end experiences with customers and interactions at each point are received. And focusing on a customer journey and identifying the problems within them offers new opportunities to create great customer experiences. But it's also important to know that you need a strategy first then the software. And the digitalization of the customer journey is something our serum experts can help you with. We'll help you to find goals and KPIs for your business processes you can create customer programs and set up measurements and ensure end user adoption. So once your business processes are defined we'll configure the system to reflect how you do business and ensure that it's to remind all of your activities for maximum business impact and great customer experiences. So if you want more or learn and do some research on your own we have our community where you will find a lot of inspiration and information about SuperFace and we also have our blog where you will find articles and market research on all topics and not just SuperFace but in general what's trending in the market. You can also attend an event if you're looking for more useful tips related to CRM and inspirational how to boost your sales, marketing and customer service performance you can attend one of our webinars to learn more about the possibilities with SuperFace but also we have our YouTube channel where you will find previous webinars like the one we had about customer journey where you will talk you through step by step how to get started on mapping your journey and also we had a webinar with some tips on how to create your sick strategy. And if you're ready to talk strategy and how to step up your CX initiatives book a meeting with us or with one of our partners and we'll be happy to talk and to answer any questions regarding the customer experience and how a customer engagement platform and SuperFace service can help you build strong relationships with your customers. So you can send us an email via your contact person as a professor or you can also reply to the email which we will send out after the webinar. So that's it for today. Thank you so much for joining us and I hope you got some inspiration on delivering great customer experiences. And also remember to like and subscribe to our YouTube channel if you like more tips and videos like this. Have a great day. Hej igen. Så er jeg tilbage og jeg håber at Sinettes presentation viste et godt billede af hvad der definier Nu tids moderne kunder er nu 2021 hvis man kan sige det sådan for at i møde og overgå kundens forventninger så kræver det netop at du sætter dig i kundersted går i deres går, placer kunden i centrum og tænk ud fra kundesperspektiv så lades at du fokuserer på Hvad har kunden brug for og hvordan de ønsker din virksomhed Hvilket leder hen til at du jo skal være aktiv til sted hvor din kunder forventer at du er og gerne vil interagere med dig altså på de kommunikationskanaler som din kunder plejer at bruge for de virksomheder som netop har en klar strategi for hvordan de kan levere god kundeservice-oplevelse gennem hele kunderrejsen har netop været i stand til at øge kunder til fræsheden da du ser tørn og hvilket i sidste ende forbedrer salsresultaterne Sjenette gennemgik i sin presentation Hvordan du ud fra nye kundeservice-udfordringer kan med verktørk, customer engagement-plattform og super-office-service centralisere dine interaktioner med dine kunder på de forskellige kommunikationsplattformer i én plattform Allerførst er det altså vigtigt lige at slå fast at plattformen i sig selv ikke håndterer kundefasthøjelse og god kunderoplevelse man giver netop verktøjerne til at hjælpe dig med at styre og strømle aktiviteter i forhold til kunder-service Selvom du har de rette verktøjer- og kommunikationskanaler så handler god kunderoplevelse om at kunden oplever en sammenhængende kunderoplevelse under hele kunderrejsen her Så det er ikke nok bare at være tilgængeligt på de forskellige kommunikationskanaler hvor kunden befinner sig og dermed forventer at kunne rette henvendelse til dig men også tilknyt de her hver enkelt touchpoints hvor kunden interagerer med dig til hele kunderrejsen for at kunne give kunderne en sammenhængende kunderoplevelse Så hvorfor er det egentlig relevant og kan være og er vigtigt at integrere kunder- serviceverktøjer med CRM Ja, men det giver dig mulighed for at oprette nogle automatiserede processer og workflow som kan simplifisere jeres arbejdsgang og kan hjælpe dig med at kunne servicere dine kunder endnu bedre så du netop kan vende hurtigt, kvalificeret og korrekt tilbage til dine kunder Og så kan I også nemt hjælpe hinanden intern og håndtere kunderhenvendelse på tværs af teams, kunder sager eller noget helt fjer da du nemt kan alokere de her kunderhenvendelse til de rette medarbejder med de rette kompetencer samtidig med at du får understøvet for retningsproceser i Superoffice som ser netop har i sin presentation så ligger koldeoplevelsen i sig selv ikke i en enkel afdelning, men det er ligesom alle i virksomheden stopp til at kunne levere god kundeservice til ens kunder og det kan man altså kun, hvis man har det her overblik over ens kunder og har centraliseret al vigtige kommunikation og information vedrørende kundesager i en fælles vidensbank og det gør så at du netop har det her fulde kendskab til kunden, så uanset hvem kunder henvender sig til i din virksomhed jamen så vil hun jo føle sig genkendt og forstået og godt hjulpet på vej videre og da du så netop i forvejen har alt data liggende i Superoffice jamen så handler det jo om at kunne benytte at bruge denne her data til ligesom at få en mere dybtegående vidende om dine kunder og det var ikke bare noget som lige skær, men du må indsamle noget data og så må du få noget værdifuldt indsigt ud fra det her data så når du netop kender din kunder godt jamen så kan du så bruge denne her vidende til netop og forstå din kunders behov og dermed i mødekommen og overgå de kunders forvændninger til god kunderservice så har du altså læret alt kundedata og information på dine kunder et centralt sted jamen så vil du kunne livere denne her personaliseret oplevelse som Jeanette også snakket om og som hun også snakket om at den moderne tidskunde ligesom kræver og forventer til en god kunderservice så det var egentlig hvad vi havde her i form af dag og præsentere for jer på det her webinare og jeg håber at I har fået god indsigt i hvordan du selv kan lavere god kunderservice oplevelse og hvordan customer engagementplattformen og superoffice service som værkshøjer kan understøtte de her interaktioner du har med dine kunder om lidt så stiller jeg så over til KIP men inden hvad så vil I inspirere længst til nogen inspirationsvideoer og video guides og tidligere afholdte webinare op på vores youtube kanal der ligger der et hav af fedet superoffice video og her er der så en lille udpluk af dem omkring customer engagementplattformen som som egentlig må kigge nærmere på og så er vi også tidlig afholdt webinare om customer engagementplattform og service i superoffice de er rigtig gode de går lidt mere i dybden i forhold til i dag og i forhold til funktionaliteter så de er også rigtig gode til at få inspiration fra at arbejde videre med det og så har jeg lagt en masse gode artikler fra community som handler om hvordan du kan skabe god kunderservice for din kunder der er lidt tips og tricks til hvordan du kan arbejde og øge kundeløjligheden og så er der lidt inspiration til hvad der er ligesom rør at sætte trends indenfor det område og sidst men ikke ventes kommer det allervigtigste så er jeg på sat et stort kryds i din kalender og og tilmeld dig vores næste inspirationsmorgon det skleder vi os utroligt meget til vi afholder det online og det med temaer med emnerne hvor vi ligesom dykker ned i de nyheder som løbende er kommet i superoffice generation 9 indtil nu men den her gang, der tager vi så bare arbejdsanskerne på og viser eksepler på hvordan du kan anvende de her nye funktioner i superoffice dit daglige arbejde og hvordan du så netop kan formere i en superoffice så melder til og din kollega med det samme jeg har lagt et link ind her hvor I kan læse mere om programmet og tilmeld jer så skal jeg lige huske nævne at du skal holde øje med din mailindbakke fordi der kommer snart post til dig præsentationen og optagelsen som vi sender ud efter følgerne og har du noget feedback for i dag, så vil vi tage det her fra dig og det gælder både ris og ros så drop mig meget gerne en mail så nu stopper vi optagelsen og jeg stiller over til min kollega kip så det er nu du skal til testen at stille din spørgsmål hvis du ikke allerede har fået det gjort