Benoit Ichard

Hello :)

I spent 4 years at the French food delivery startup Resto In as head of customer care first, then head of operations where I was in charge of migrating our old crm to Zendesk and its complete suite of tools with the objective of consolidating all our communication channels with our users/clients, to facilitate our work and improve the overall experience.

I also have business knowledge that allows me to quickly identify problems.

I am available to support you on your Customer Service/Zendesk topics as well as operational ones.

🎯 MY OBJECTIVES

Optimize the customer experience

Improve the productivity of your agents

Increase customer satisfaction

🚀 MY MISSIONS

Optimize your Zendesk platform to fully benefit from its features

Optimize communication channels with your clients: Ticketing, FAQ, Chat, Call, Answerbot etc.

💡 AREAS OF SUPPORT

Create comprehensive documentation via Guide to allow your clients to find answers themselves in seconds

Work on an efficient workflow via Zendesk Support to achieve your SLA objectives

Push automation to focus on your high-value-added issues

Facilitate the processing of your customer feedback to validate product strategies by introducing feedback collection and information reporting processes.

📄 DOCUMENTATION

Throughout my intervention, I propose processes, tools, KPIs etc. which are the foundations of excellent customer support. All these elements are included in a written rulebook tailored for your company, your customer service. This document is delivered to you in an editable version at the end of my mission. It should be updated by the person responsible for customer service as changes occur.