Articles from Kristian Verhoef

ecommerce peak moments customer service blog image

May 15, 2023 • Customer Experience

Peak moments in eCommerce: how to keep your customer service on point

Customer service is essential year-round, but the pressure increases during the retail and eCommerce holiday season: sharply rising from November to December. More orders come in, which means more customer interactions.

Apr 24, 2023 • Marketing

Peak moments in eCommerce: how to prepare with data

The retail and eCommerce holiday season, or the Q4 high season, may seem far away, but now is the time to explore how to prepare to make the most out of it and garner the best results. This article will explore the essential data to analyse and prepare your business for busier times.

whatsapp-business-blog_image-service-automation

Mar 20, 2023 • WhatsApp

How to use WhatsApp Business for service automation

The process of refunding or replacing a product is an inherently sensitive situation that can quickly become a source of tension or frustration for customers and businesses alike. Let's face it, when we as consumers are looking for a refund or replacement of a product that we’re unsatisfied with, the idea of having to scroll through lengthy pages of information that may or may not be relevant to what we need to know doesn't exactly fill us with joy; nor does the idea of spending extended lengths of time on hold with customer service.

whatsapp-business-blog_image-customer-feedback

Feb 20, 2023 • WhatsApp

Collect customer feedback with WhatsApp Business

Customer feedback is a vital part of any business and provides an essential point of contact between the buyer and the seller. However, obtaining good quality feedback can have its obstacles. Giving and collecting information in traditional customer surveys can often take time and effort for consumers and businesses.

Oct 04, 2022 • Mobile Service Cloud

Why offering customer support by phone is essential

Who says Gen Z and millennials don’t like to pick up the phone and call? In many cases, the telephone is the preferred customer support contact method for 69% of consumers of all ages. At the same time, Google searches for “phone number customer service” have continued to increase steadily over the past five years.

Oct 04, 2022 • Mobile Service Cloud

5 questions about Voice in Mobile Service Cloud

Thinking of customer service, the first image that comes to mind is people with headsets in a call centre. Those days are gone – with all messaging channels playing a vital role in our daily lives, the call centre has evolved into a contact centre. We expect to communicate with companies as we do with friends and family. Sometimes a quick chat will do, while another time you prefer a phone conversation. At CM.com we understand this. That’s why we’ve added Voice as a channel to Mobile Service Cloud: connecting customers and companies via phone, and any messaging channel. In this article, you’ll find out more about Voice in Mobile Service Cloud.