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Articles from Brechtje van Houtum

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.
Aug 23, 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 an optimal experience. The tips in this article will help you create a successful chatbot.
Aug 02, 2021 • Chatbots

Beyond the hype: use voicebots for your customer service

Are voicebots the future of customer service? Many believe so. At the very least, you should consider it. We believe in an omnichannel future of customer service. Make sure you are reachable; on the channels your customers' prefer. In this article, we'll show you why a voicebot can improve your customer service.
Jul 28, 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 08, 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.
Jun 23, 2021 • Platform

Platform Updates: June 2021

Every day, over a hundred developers are improving the CM.com platform. In this update, you can read everything about the latest changes made to improve your platform experience.
May 26, 2021 • Platform

Platform Updates: May 2021

Every day, over a hundred developers are improving the CM.com platform. In this update, you can read everything about the latest changes made to improve your platform experience.
Apr 26, 2021 • Platform

Platform Updates: April 2021

Every day, over a hundred developers are working on improving the CM.com platform. In this update, we want to inform you about the latest changes made to improve your platform experience.
Mar 30, 2021 • Chatbots

Why 2021 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?
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