At the time, Okonkwo wasn’t so sure about what company to start but after contemplating two inspiring stories – one by Elon Musk; the other his sister’s – he decided to solve something really important; bad customer service and unemployment.
Over the years, companies have used phones to provide customer support. However, times are changing fast and companies are adopting new methods. Today, majority use messaging apps and social media to reach customers, and vice versa.
Reports have shown that messaging is much more cost effective than phone, and even deliver a better customer experience in many situations.
To enable companies across the world deliver better customer service with messaging apps, Okonkwo has launched Chatdesk, a company that aims to create software and solutions to help companies in this regard.
“We want every customer in the world to get great service from every business that they interact with,” Okonkwo said.
The company’s first product is Social Shift, which solves the “waiting on hold” problem. I’m sure we all have been told by customer service rep, at one point or the other, to “wait while we check your line” or “wait while we do [insert action]”. This costs companies a lot of money.
Social Shift enables people to communicate with customer service via messaging instead of waiting on hold. When a customer calls the customer service of a company, Social Shift seamlessly routes the customer from the phone call to the social and chat channels of choice of the company.
Social Shift is easy to set up and works with all Customer Relationship (CRM) tools or agent workflow. It also has a custom dashboard with real time analytics and customer insights. You can learn more here!
“Social Shift doesn’t solve unemployment but it improves the customer experience and lays a foundation for us to do more in the future,” Okonkwo added.
Social Shift is just an aspect of the problems Chatdesk is hoping to solve. In the coming months, it’ll out automation and machine learning tools to support the work of customer service agents and help companies better anticipate the needs of their customers, and other products.