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Customer Service redefined – 3 Questions to our Experts

Web Summit 2021 Masterclass Customer Service

In a recent blog post, we talked about technology trends and simplicity as a service. As the Web Summit in Lisbon will take place soon, we would like to pick up the topic and give you a little sneak peek into the Masterclass that we will exclusively host at the Web Summit with our presenter duo Simone and Holger. We interviewed them to get an insight into their roles and thoughts about the future of Customer Service.

Meet Simone

Simone Rothmund, Team Lead Customer Success at AnyDesk, is a true Customer Service Enthusiast as she established and shaped the Customer Success department already in two SaaS companies.

Simone, what is your understanding of service in 2021?

Peoples’ perceptions of good service are evolving ever since and are lately mostly shaped by last years’ events. Furthermore, expectations are shifting to match new dynamics driven by digitalization and experiences with new business models. When it comes to SaaS products the consumers’ buying decision processes are not as considerate as for physical products since they don’t come with great one-time costs nor capital expenditure. At the same time, customers have the option to cancel at any time, putting them in a stronger position than the SaaS provider.

As a result, excellent service is now expected to be prompt, personalized, and proactive. Long waiting times or lengthy investigations are no longer acceptable. Data-driven approaches can help to anticipate user behaviour and support them proactively throughout the entire customer journey. Immediate assistance from any location via remote connection to any device became not only possible but a prerequisite for a great product experience.

What are you looking forward to at Web Summit?

I am looking forward to learning about the latest tech trends and connecting with people whose mindsets are shaping the future.

What is your top future tech trend?

One of the most significant trends in customer service, in my opinion, is AI-driven service and automation. Chatbots and human service are already coexisting, assisting clients along their journey. However, there’s a lot of room to improve that experience and make it more like a human interaction.

Meet Holger

Holger, VP Commercial at AnyDesk, is a passionate leader in the Tech Industry who has been fascinated by the Digital Transformation for many years.

Holger, what is your view on service in 2021?

Service has become increasingly difficult since the pandemic, especially as physical meetings are more and more impossible in many companies. With the restriction of international travel even service for industrial machines was heavily impacted, i.e. maintenance had to be postponed.

Companies that invested early in IoT and that made customer service a core part of their product offerings have come out as the winners of this situation.

Experience has shown that customer care and customer service are no longer a part of aftersales only – they have become a fundamental part of the decision-making process. While “service” is only a virtual meeting or remote connection away, the customers’ expectation regarding speed of service increased dramatically.

Nowadays, a technician does not need come on-site to the customer to look at the machine, download the logs, go back to the office to analyze it and come back with a solution a few days later. Times have changed: Today’s standard comes with an instant remote connection that allows for analyses, enabling service units to change configuration or correct system related issues. Of course, absolutely secure.

What are you looking forward to at Web Summit?

Web Summit is a great innovation hub. I’m excited to learn about brand new ideas, to meet start-ups and to see the latest developments and trends in terms of digital transformation. Of course, we will be seeing many of our clients, too. A fantastic opportunity to exchange!

What would you consider as a future tech trend?

IoT is here to stay. Smart devices will dominate our world. However, they will by far better connect to each other than they are today.

AnyDesk @ Web Summit

Meet us at Exhibition Booth E116!

And learn more about state-of-the-art Customer Service in Simone’s and Holger’s Masterclass:

Date: Nov 2, 2021 (Tuesday)

Time: 16.00 – 16.45

Location: Masterclass 4



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