By itself, PIXmania has been on something of a tear of late, working its way toward becoming a major name in lean providers. Its ultimate goal, at last report, was to fundamentally change the service experience for those businesses with facets directly facing the customer, and without respect toward the particular channel that customer was using. That's no small task, and so it shouldn't surprise that such a task could need a bit of help to be done fully. Thus, Vocalcom and Zendesk have stepped in to offer up a few new features to PIXmania that will make it a more complete, and easier to use, customer service solution.
Thanks to the new arrivals, PIXmania has been able to condense down a cluster of 10 separate tools into a complete, integrated solution tackling all the major facets of an organization that face the customer directly. This ranges from both the in-house departments like logistics, delivery, and customer service outright to the outside departments like carriers and merchants. PIXmania already had a pretty impressive customer service count to its credit, and now looks to build on that as four service centers in four separate countries handle fully 800,000 contacts annually, doing so in 12 different languages over nearly every channel that can be found, from phone and fax to mail and email, and even to newer channels like chat, Facebook and Twitter (News - Alert). So far the new integration has proven quite welcome, as just weeks after putting the new solution into play, PIXmania reportedly noted a “double-digit improvement” in overall levels of customer satisfaction, a development that's welcome for most any business with customers.
But how did PIXmania achieve those results? It was thanks to two additions from Vocalcom and Zendesk, as Vocalcom brought in its Multichannel Contact Management system and Zendesk offered up its Customer Service Software system. These two factors together allowed much of PIXmania's operations to be consolidated and thus simplified, according to reports, making for a better overall operations platform that can deliver customer service better and faster than previously on hand. PIXmania project manager Philippe Hannuna noted that it took less than four months to go from nothing at all to complete solution activation, which was a minimal shakeup to current operations.
This is one of those moves that, inevitably, is perhaps the biggest help to business. While it's great to save money on marketing operations or shore up the IT department—as it goes toward reducing expenses, one side of the profit continuum—improving customer service is one of the few moves that offers help to both sides of that continuum, both reducing expenses and improving revenue. If customers can get what is desired faster and easier, then there's less reason for customers to pass up buying. More paying customers is more revenue into the system, if expenses at least stay stable.
Only time will tell just how well PIXmania's move does for the wider organization, but early reports suggest that it's already well-received. If it can continue on in this vein, meanwhile, it should have just the result desired, and that means more customers buying things and more companies turning to PIXmania to help make that happen.
Edited by Alisen Downey