The voice of the customer is becoming increasingly important in the new economy. Nowadays, customers not only engage in direct communication with companies via phone and email, but they also share their findings and experiences with (un)known individuals through Facebook and Twitter. Desk.com enables small and medium-sized enterprises to evaluate and handle all expressions bundled per customer.
Epartment has implemented the online customer service for RJshop entirely in style with the webshop (http://klantenservice.rjshop.nl/). The customer service allows RJshop to create cases surrounding communication with customers and handle them. One of the features is that when a person has a large group of followers, a higher priority is automatically given to the relevant case. Various reporting tools are available to see how case handling per agent is conducted in terms of speed and outstanding cases. For frequently asked questions (FAQ), a special module has been created where customers can search themselves, but where efficient references can also be made from the customer service. The FAQ has a self-learning search function, where customers can also indicate how useful they find the results. A fun additional feature of the Desk.com customer service is that the customer service is also available via mobile devices. The start-up Desk.com, formerly Assistly, was backed by a number of well-known investors who previously invested in Skype. Recently, the company was acquired by Salesforce.com, one of the largest players worldwide in the field of CRM solutions. Epartment is one of Desk.com’s favorite European partners. Desk.com has dedicated a blog post to the online customer portal: http://www.desk.com/blog/rjshop-spins-amazing-customer-service-djs/
