Zendesk, a specialist in software for better customer relations, is opening an office in Amsterdam this month. The company with Danish origins made the move to San Francisco 8 years ago, seeking investments to enable further growth. That strategy worked. With now 107,000 customers worldwide, of which 4,000 originating from the Benelux, Zendesk has snowballed. Among other things, they achieved this by getting their customer service right directly from day one. Here is their view as a startup turned global scaleup on how to get your startup’s customer service right from the get-go.
1. Customer service is the best way to listen to your customers
Every interaction with customers is a golden opportunity for your company. Therefore it is worthwhile to set up a robust system. Customer service goes far beyond solving problems or answering questions. It’s also a way to gather feedback. If you can collect and analyze feedback in a structured way, you can even better respond to your client’s needs. You might also learn stuff about your product or service that doesn’t work well. It then provides valuable information which you can benefit from directly. An excellent example of this is online supermarket Picnic. In some places, you can now also give your library books to the deliverer: a smart new service in response to customer feedback.