Best practices

Chatbots are now a vital part of any customer service team. Not only did the search volume for “chatbots” drastically increase over the past few years, the number of successful chatbots being used by businesses has also grown.

Do you really know who your customer is? The answer to this question is the silver bullet to success. Businesses that know their customers well understand how to exactly cater to the needs of their customers.

Through decades past, customer service centres have started popping up everywhere. The telephone proved to be a very successful way to answer questions posed by (potential) customers. In the years that followed the rise of the phone ...

Businesses aren’t typically cutting budgets for customer service just because they want to. Research has shown that building a good relationship with customers is good for the bottom line: loyal customers spend on average 67% more as ...

There’s been a growth spurt in the digital world of customer service, thanks to everything that’s happened over the last two years. As a result of the pandemic, business operations had to evolve, and quickly.

Do you remember Chatman? The Hi chatbot, that worked super fast with MSN? If you don’t remember the chatbot, maybe you still remember the jingle from the commercial. The Hi marketing campaign in 2005 unlocked a new era. “The buddy-bot is...

The success of your business can depend on the success of your customer service team. We live in an increasingly customer-centric world, and the preference for online interaction has accelerated the growth of this mindset.

The scope of customer expectations keeps growing, and in 2026 this will be no different. Customers want to be helped more quickly, when and where they want to be helped. And they want this experience to feel personal.

The pandemic has forced businesses across industries to make operations digital - and do it even more quickly than they had planned. The typical municipality is no exception. Not only do citizens need to be able to easily submit ...

Online chatbots are being used more and more often and they’re definitely not going away. You’ll find them on websites, on social media channels, or on internal company pages. Chatbots are growing in popularity and as a result are being ...

Chatbots can be found on more and more websites. They take on a number of useful roles both on stage and behind the scenes, contributing to a number of organisational goals. Chatbot technology is part of our daily lives, but what is ...

Today automation more often the rule, not the exception. The extent to which everyday interactions are automated might surprise you: from booking a flight to reserving a table at your favourite restaurant. Consumers are increasingly ...

Zapier makes it possible to connect your chatbot with thousands of popular apps. This means your chatbot can help automate existing processes to make your workflow even more efficient. This blog explains how Zapier works and shares a ...

Look, there comes the steamboat! Saturday 13 November is the moment many a child, retail worker and marketer has been waiting for: Sinterklaas moors in the Netherlands again! His digital colleague has had the necessary ...

Instant Messaging is the most preferred form of communication today: sending private messages to one another quickly and easily. Many brands are taking on social media DM’s and texts to stay in touch with their customers.

As a business or organisation, you almost can’t avoid it anymore: automating customer contact. Despite this being new to most only a few years ago, it’s now almost a must for organisations that have multiple customer service employees ...

RPA is a very commonly used term today. Leveraging RPA means businesses can automate many manual tasks, and thus optimise business processes. But what does RPA entail? And how can it help further automate your customer service processes?

Live chat and/or chatbot: we’ve realised this can be a tough choice to make. By understanding the technology you can decide what’s best for your business – but it’s not always clear what the differences are.

Customer-centric working: it is a phenomenon that more and more companies attach great value to. That is hardly surprising. With both a rise in the number of competitors and high customer expectations, customer-centric working forms the ...

A chatbot can be used in several ways. We have already seen chatbots as a digital HR employee, a lead-generating sales rep or a digital estate agent. But did you know you can also use a chatbot to ...

There are many ways to use a chatbot: we have often talked about a chatbot as part of your customer service, or a marketing and sales chatbot. But did you know you can also use a chatbot for completing ...

You are all set: building a chatbot! That virtual colleague could save you a great deal of work, so you cannot wait to start. Before you get going with your chatbot ...

The chatbot deployed in the customer service department is familiar to all of us by now. And that is no surprise: the chatbot has proved itself a worthy colleague within customer service.

It may well be the biggest storm cloud in the digital landscape: complaints about your webshop. The internet is, after all, a golden place for every irritated consumer. Never before was it so easy to write a complaint and ...

Black Friday is around the corner again, and it brings the usual webshop rush with it. Research shows that over 50% of Dutch consumers use Black Friday as a moment to buy.

The chatbot has made quite an advance this year. Partly because of the global pandemic, many companies were forced to take their online business to a higher level. Online growth put customer service under considerable ...

Chatbox, chatbot. One letter apart, yet two entirely different things. We understand they are hard to tell apart, certainly when they go hand in hand as well. To settle it once and for all ...

Despite channels such as fast-growing TikTok, hugely popular YouTube and ever-expanding Instagram, Facebook refuses to be beaten. Facebook is still the most used social media channel in the Netherlands, and ...

In our blog about prejudices around chatbots, we discussed one we hear regularly: “chatbots are not personal”. It probably comes as no surprise that we see it differently.

Over the years, online developments have challenged the customer service industry considerably. Where people once went to a physical shop and picked up the phone with questions, there are now dozens of social channels where ...