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Articles from Brechtje van Houtum

Dec 02, 2022 • Chatbots

Chatbot examples: how chatbots can benefit different industries

Chatbots have transformed both customer service operations and customer service experience. They help to reduce costs while harnessing important data insights. Bots enable businesses to scale and streamline support and boost lead generation. Plus, they help busy brands deliver a personalized service no matter what volume of inquiries they are dealing with. Let’s take a look at some AI chatbot use cases for three business sectors

Oct 25, 2022 • Conversational Commerce

Personalization in eCommerce: there's more than 'Hi John'

Every eCommerce player knows personalization is important. It’s how you build customer trust and comfort, make your messaging meaningful, and keep web shoppers coming back. But fewer realize how deep and broad real personalization goes.

Sep 12, 2022 • Conversational AI

How to Design and Customize Your Website Chatbot Without Coding

Chatbots can be a gold mine, but doesn’t it require much effort? Don’t worry; there’s no need to hassle your developers. You can design and implement a no-code chatbot on your website. In this article, you’ll find out why you’d want a chatbot and how it can look on your website.

Aug 02, 2022 • CM.com

Fast Event Visitor Support at Formula 1 Heineken Dutch Grand Prix

When you go to any event, questions might arise. How do you get there? Where can you find your tickets? And where will you stay? For some questions, you prefer instant support from the organization. Swift and smooth. In this article, we’ll show how the Formula 1 Heineken Dutch Grand Prix will always help you in the best way possible.

May 18, 2022 • Customer Experience

The Future of Customer Service Starts with Multidisciplinary Teams

86% of consumers say that good customer service can take them from one-time buyers to brand advocates. While great customer service is an essential focus of any successful brand — forward-thinking companies are forming customer-focused multidisciplinary teams to help create exceptional customer experiences.

Mar 30, 2022 • Customer Experience

Seize the Moment: Moments of Truth in Financial Services

“Moments of Truth” – the term has been around for ages. How is it still relevant? And when is something a “moment of truth”? Find it out in this article, and discover how you can handle those moments with care.

Mar 15, 2022 • Customer Experience

3 Questions to Ask to Reduce Customer Churn Rates

Struggle with high churn rates? If you’re in the utilities or telecoms industries, then you may always be looking for new ways to retain your customers in the long run. Historically, both have experienced relatively high churn rates. The telecommunications industry has an average churn rate of 30% to 35%. While the utilities market has a churn rate of approximately 30%- 35% for the U.S. market and 12-15% for European markets.

Feb 10, 2022 • Customer Experience

How The Customer Relationship Will Define Your Business Model

New generations of customers ask for different business approaches. Modern consumers are well-informed and tech-savvy, with high standards for any business. A customer-centric business model can help you live up to these standards. Let’s first have a look at these new generations before diving into how you can take on a customer-centric approach.

Jan 21, 2022 • Mobile Service Cloud

How To Create Customer Support Content That Rocks

Customer service isn’t just about solving any problems customers have, it’s about making the journey from web surfer to loyal customer as easy as possible. Having all your potential customer’s questions answered before they’ve asked them is the smartest way to do this.

Nov 22, 2021 • Mobile Service Cloud

The Seven Essential Conflict Resolution Skills for Customer Service Representatives

People typically buy from you because of your note-worthy product, service, or brand reputation. In contrast, they most frequently stop buying from you because of poor customer service.

Oct 12, 2021 • Mobile Service Cloud

Chatbot vs. Live Chat: which is right for you?

Chat is quickly becoming many customers’ favorite way to communicate with brands. From getting their problems solved quickly to finding out more information about a company’s products or services, chat is fast, efficient, and doesn’t involve the long-wait times typically associated with phone calls or rounds of back-and-forth emails.

Oct 01, 2021 • Mobile Service Cloud

Level Up Your Live Chat: Four Tips for Keeping Customers Happy and Increasing Conversion

Customers love live chat, with 46% preferring it over all other forms of digital communication. Instead of having to sit through cheesy tunes as they wait to speak to a customer service rep over the phone, live chat gives customers the convenience of short wait times – while still being able to talk through their issues with a real advisor. 

Aug 10, 2021 • Mobile Service Cloud

How to Choose the Right Customer Service Software

Your customer service approach can be a serious competitive advantage. Gartner claims that 80% of companies mainly compete on their customer experience. While Microsoft reports that 96% of consumers say that customer service is a huge factor in how loyal they are to a brand. How can you boost your customer satisfaction and retention rates with superior customer service? With the help of the right customer service software. Encompassing a huge variety of tech — customer service software refers to any tool used to monitor, organize, and address customer service inquiries. In this blog, we walk you through the benefits of customer service software and the factors to consider when choosing a tool for your team.

Jul 27, 2021 • Platform

Platform Updates: July 2021

Every day, over a hundred developers work hard to improve the CM.com platform. In this update, you can read everything about the latest changes.

Jul 09, 2021 • Chatbots

5 Tips to Build the Best Chatbot

A growing number of companies are discovering the benefits of chatbots. Unfortunately, there are also a number of pitfalls, which may prevent your chatbot from providing the most optimal experience. With the tips in this article, you'll create a successful chatbot.

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