Articles from Brechtje van Houtum

Aplicación de WhatsApp Business Platform para eCommerce

Jul 24, 2023 • WhatsApp

How to use the WhatsApp Business Platform in retail and eCommerce

In today's digital age, businesses always seek ways to connect with their customers quickly and efficiently. One of the most popular communication tools that have emerged in recent years is WhatsApp, widely used worldwide. The WhatsApp Business Platform provides businesses with an easy way to manage their customer communication, automate responses, and provide better customer service. In this blog, we will explore how retail and eCommerce businesses can use the WhatsApp Business Platform to enhance customer engagement, drive sales, and build a loyal customer base.

customer service research about channels and phone

Jul 17, 2023 • Mobile Service Cloud

What are the most effective customer service channels?

If you want to update your contact details, perhaps your address, at a particular company, you'll often send a message and wait for a reply. And you wait. And wait some more. You may feel annoyed. Or perhaps you'll try to get the job done via another channel. Annoying right? Have you considered your customers may face this situation when contacting your business? Or thought how easy it is for your customers to reach you via their preferred channel?

Jun 30, 2023 • CM.com

Seamless customer support at the Formula 1 Heineken Dutch Grand Prix

In the run-up to any event, attendees will have numerous questions, such as "how do I get there," "where can I find my tickets," and "Is there somewhere to stay nearby." F1 fans often ask these types of questions before the Formula 1 Heineken Dutch Grand Prix.

Generative AI chatGPT blog about new updates

Jun 22, 2023 • Conversational AI

CM.com's next steps into Generative AI: upcoming releases for 2023

The market for generative AI has experienced significant growth, with over $14.8 billion of venture capital invested in startups building their products on Large Language Models like OpenAI’s ChatGPT and other generative AI tools. The space is booming, evident from the high number of website domain registrations in the field every week. The key challenge for most companies is to find out what will propel their businesses moving forward.

Apr 20, 2023 • Chatbots

Six chatbot examples for great customer experiences

Companies use chatbots for various reasons, “productivity” can be a key motivational factor, for example. But chatbots come in many forms and sizes. To have a successful chatbot, you need to think about what you want to achieve, what kind of bot you need to do so, where to apply a bot, and which type of bot. In this blog, we’ll walk you through some of the most successful chatbot examples of our global customers and show you how you can use them to improve customer experience.

Apr 17, 2023 • Chatbots

The benefits of integrating a chatbot with your 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.

Mar 21, 2023 • Conversational AI

Implementing Large Language Models and Generative AI, CM.com’s first features

Today CM.com has introduced a major release for its Conversational AI Cloud and Mobile Service Cloud. In our Conversational AI Cloud, we introduced generative AI for generating conversational content and completely overhauled the way we do intent classification, further improving Conversational AI Cloud’s multi-engine NLU. Meanwhile, our teams have been working hard to introduce conversation summaries in CM.com’s Mobile Service Cloud.

Feb 28, 2023 • Conversational AI

Unlock the potential of ChatGPT and Large Language Models (LLMs)

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, ChatGPT 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 30, 2023 • Conversational Commerce

Personalisation in retail and eCommerce: there's more than 'Hi John'

Every retail and eCommerce player knows personalisation is essential. It’s how you build customer trust, make your messaging meaningful, and keep shoppers coming back. But fewer realise how deep and broad true personalisation goes.

Conversational AI Cloud web conversations blog woman chatting chatbot

Oct 17, 2022 • Conversational AI

How to design and customise your website chatbot with no code

Chatbots can be a gold mine, but businesses often think implementing one can take up a lot of resources. Don’t worry; there’s no need to hassle your developers. You can now 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.

Jun 27, 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.

May 30, 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 12-15% for Western European markets.

May 16, 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.

Nov 29, 2021 • Mobile Service Cloud

Level up your live chat: four tips to keep your customers happy and increase 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. 

Nov 15, 2021 • Mobile Service Cloud

Chatbot vs. live chat: which is right for you?

Chat is quickly becoming many customers’ favourite 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.