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Articles from Brechtje van Houtum

Feb 28, 2023 • Chatbots

Let’s Talk about the Benefits of Integrating a Chatbot with your Current Tech Stack

At CM.com, we've noticed that more and more people are showing an interest in employing our chatbot as a virtual communication channel to help them streamline their eCommerce practices and improve the overall experience that they offer to their customers. However, we’ve also noticed that one or two of our clients are unsure about whether they should replace their current systems in order to do so.

Feb 28, 2023 • Conversational AI

Unlocking the Potential of ChatGPT and Large Language Models: A Product Manager's Perspective

With the advent of ChatGPT, it feels like we’re venturing into a whole new world. Everyone can ask questions and give commands to what is perceived as an “omniscient” chatbot. Within a single week, it acquired 1 million active users. Big Tech got shaken up with Google introducing their LaMDA-based “Bard” and Bing Search incorporating GPT-4 with Bing Chat. There seems to be no limit to the enthusiasm. But what is ChatGPT? What does it mean for businesses? We discussed this with Arman van Lieshout, Product Manager at CM.com for our Conversational AI Solution.

Jan 17, 2023 • 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.

Jan 06, 2023 • 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.

Dec 29, 2022 • Conversational Commerce

Personalizsation 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.

Dec 29, 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

Aug 15, 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.

Apr 06, 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 27, 2022 • Mobile Service Cloud

Measurable Success: 8 Customer Service KPIs That Matter To Your Business

Making customers happy should be the main goal of the customer service department. We know, customer centricity is nothing new. But do you really put the customer first? To improve your customer service performance, you’ll need to transform data into action. We’ll share 8 KPIs to start using your data and improve your customer service.

Oct 31, 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. 

Oct 31, 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.

Jul 25, 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 15, 2021 • Chatbots

Why 2022 Is the Year to Start With a Chatbot

While chatbots have begun to gain traction in the past few years, they have in fact been around for some time. In 1966, Eliza - the first chatbot - made its debut, but it was only able to answer a few simple questions. Since, thanks to the advancement in technologies such as Artificial Intelligence (AI) and Natural Language Processing (NLP), chatbots are becoming smarter by the day. What's next?

Jul 15, 2021 • Mobile Service Cloud

7 Tips for eCommerce Customer Service Success [including checklist]

The eCommerce industry thrives on instant gratification and convenience. Customers expect a matching experience: see a product, check-out within seconds, at your doorstep the next day. Your service should also be fast, easy, and satisfying. If you cannot live up to the ever-rising customer expectations, they will look elsewhere. With our 7 tips, you can see where you stand and what you can improve. Use the checklist to define your service strategy.

Jul 12, 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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