Originally, we had no choice but to abstractly discuss internally what was causing problems such as pages with a high number of customer churn and problems with what the service was intended to provide and what customers perceived. Now we can quickly make decisions on such issues based on numbers. In addition, because the UX goal you want to improve is accurately set, you can actively conduct A/B testing or try new things. 3. Jimsa’s customer service team name is ‘CX’ It is said that Packaging, which has focused on customers from the beginning, does not neglect research on customer-centered business. In particular, Seongjin Han, who manages Zimsa’s.
CX said he studied the online shoe shopping mall
Zappos’ in depth. Zappos is famous for solidifying its brand image of ‘customer delight’ by Indonesia Phone Number Data making. Various attempts to observe customer behavior patterns and introducing services tailored to the customer’s perspective. Seongjin said he thought that the reason why Zappos was able to clearly display its color in the online sales market was because of the result of constant research on whether Zappos could be viewed, experienced, and satisfied from the customer’s perspective. Zappos also says, ‘Customers are the answer.’ Like Zappos, Zimsa also began incorporating a customer-centered philosophy from the very beginning of its organization in order to infuse its special identity into its services and at the same time ensure customer satisfaction. As a result, the team that serves customers at Jimsa came to be called CX (client experience) and PX (partner experience) . Because it is a platform business that must satisfy both the moving company and the customer who wants to move, we created a CX team in charge of each market for the moving customer (client) and the moving company (partner) and organized it to focus on customer experience. It was composed .
Automation of response to focus on
CX Zimsa’s operations team has even prepared an efficient consultation setting. To focus in Guatemala Phone Data earnest on CX, not CS. We need to handle the volume of inquiries with a limited number of people, but due to rapid growth. The number of customer inquiries is increasing just respond all day, there is no time to experience. Zimsa’s choice was to automate response. Based on the cumulative index of existing simple inquiries, we selected. The most frequently asked questions and set up Support Bot. Channel Talk’s multiple-choice chatbot. so that customers could understand them as easily as possible. As a result, the number of customers applying is increasing every month. But by responding to simple inquiries with support bots, we have reduced repeat inquiries by 90% and are. Creating an environment where people can focus on their target tasks even with a limited number of people.
