Best practices

WhatsApp Business is ideal when you want to keep work and private life separate. Unlike WhatsApp Messenger, which you use to communicate with friends, family and businesses, WhatsApp Business is for communicating with your customers

Building and implementing a chatbot can be quite a craft in itself, and many of our customers are doing it for the first time. Over the past few years we have helped a lot of customers implement their brand-new digital ...

Customer behaviour has changed enormously in recent years, and in the world of e-commerce customer service has become more important than ever. Customers want to be helped fast, otherwise they would rather buy the product or service from a competitor.

Are you looking for a way to structure your customer queries? Then while googling you will certainly have come across the term ‘ticketing software’, ‘ticketing system’ or ‘ticketing platform’. In the search results ...

A fast response time, personal service, multiple channels, having to be available 24/7 – the sky-high expectations of the consumer in 2021 mean many companies choose to outsource their customer ...

Customer service software, customer service platform, customer support tool – although dozens of terms exist for it, they all come down to practically the same thing.

"A chatbot is not personal" - It is one of the many prejudices about chatbots that we hear. Although technology could never fully replace personal contact, chatbots do not have to be impersonal.

A chatbot framework gives companies an easy way to build, maintain and optimise chatbots, often without needing extensive technical knowledge. This tool makes it a good deal easier for companies to ...

A live chat has become an indispensable tool on your website. At a time when all the information you look for appears in the blink of an eye, there is less and less patience for waiting on an answer from customer service.

Never before have conversion figures been so dependent on a company’s customer service. In an ever-growing online world where opinions and reviews spread at lightning speed, companies are forced to focus on ...

That live chat for ecommerce has become an indispensable tool for every webshop is beyond doubt. Thanks to live chat, customers can easily ask questions about products or services, straight from the website.

Thanks to the digital advance, good customer service has become an indispensable element for every company, but what are the essential elements? If a customer has a question or complaint about your product, and no ...

More and more companies have added WhatsApp to their list of customer service channels, mainly because it works well for generating leads. That is hardly surprising: according to research by Newcom, WhatsApp is used by 12.4 million ...

Admittedly, we would be throwing stones in our own greenhouse if we said ‘yes’ to the question in the title. And we understand you are now thinking: of course they are going to say none of it is true, they are far from impartial. But ...

At a time when almost everyone is on social media, it matters that companies are present there too. Not only to broadcast, but also to listen to customers. Only then does social media really become ...

You are ready: you are going to take your webshop to the next level with your own chatbot for the ultimate customer experience. Now the chatbot still has to be built, but how do you do that? Will you develop a chatbot yourself, or choose ...

The Netherlands has many different, wildly popular social media channels. To optimise your customer service, it pays to be present on the channels where your target audience is. There you can focus your webcare/...

The tone of voice of your communication determines how you come across as a company to your target audience. To make sure your audience really feels addressed, it is important that the tone in your communicative ...

As an online retailer you naturally want to get everything out of your webshop and see your conversions rise. By measuring your customer service with KPIs you discover where you still have ground to gain. Measuring is knowing, after all.

Whether or not you meet your customer’s expectations in 2021 determines the success of your webshop. Consumers moved online to order en masse in 2020 and there is more competition in the e-commerce landscape. The number of webshops ...

Have you ever thought about your aftersales strategy? You achieve a great deal with it, without having to invest much money. 80% of all SMEs have no good, worked-out or effective aftersales strategy.

Customer service is an important but time-consuming process. That is why more and more companies choose to automate customer service; it leaves you more time for complex matters and lets you focus on personal service.

Selling more while spending less time on customer service? It can be done! Deploy a chatbot as part of your sales team through customer service software. Using a chatbot for sales is efficient

A chatbot quickly handles 85% of all your customer contact and is therefore an indispensable tool in the world of customer service. It can, however, be hard to determine where contact with the digital colleague begins and where it ends.

The Netherlands currently has more than 51,500 online shops – and that is without counting foreign webshops such as Ali Baba. You can imagine that it is sometimes hard for consumers to see the wood for the trees.

Outstanding reviews, sky-high customer satisfaction and plenty of word-of-mouth: that is exactly what every company wants to achieve. How do you get there? By offering rock-solid customer service.

As an online retailer you naturally want to achieve the highest possible turnover. You do that by responding to your customers’ needs and working as efficiently as possible. But how exactly? The golden formula for success ...

Coolblue has received plenty of awards for its good customer service over the years. They have a Net Promoter Score of no less than +63, the webshop average sits at +7. With Coolblue's strategy, they double ...

If you wanted to, you could read for hours every day about new innovations in technology and customer service. Technological developments move so fast that it is impossible to make use of everything.

To deliver good customer service it is important to know exactly what your company stands for, and how you let that show in customer contact. Satisfied customers keep coming back and advertise positively for your ...