In the CX community this is not news. When it comes to Customer Experience, our expectations are set by the interactions we have with companies like Amazon and Apple (companies on the B2C – Business to Consumer market).
When at work, dealing with other companies (in B2B – Business to Business scenarios), we also expect the same level of service, the same smooth and simple Customer Experiences, the same innovation and type of engagement.
I’m lucky to work with companies in both spaces. One of the B2B companies I work with is Sandvik – a global high-tech and engineering company founded in Sweden in 1862, with 40,000 employees and presence in 160 countries.
My team at Capventis had the pleasure to work with their Global Technical Support Team (for Mobile Mining & Rock Technology), enabling Zendesk – and it’s Support, Chat, Talk, Guide products – to allow them to provide seamless, effortless, convenient omni-channel support to their customers.
The video above shows Sandvik introducing the new Digital Helpdesk in a mission “To provide world leading customer service through a remote 24-hour technical support desk“
Note: Sandvik are specialist in “Tools and systems for industrial metal-cutting; Equipment and tools, service and technical solutions for the mining and construction industries; Advanced stainless steels and special alloys as well as products for industrial heating“.