Both. Deloitte just called us the #7 fastest growing Tech company in the Netherlands. And we are specialists in eCommerce customer service.
But as every smart retail player knows, CX will become the online differentiator in eCommerce — and customer service is best placed to become the centrepiece of CX transformations.
The reality, however, is that very few service teams are capable of competing on service, never mind tackling CX-related issues as well.
The ROBIN Program is designed to get you on the right track — fast! It includes a Conversation Console, a Performance Plan and a dedicated Expert Coach — all for a fixed price.
Chief Brand Officer
“Human customer service conversations are critical touchpoints in the customer experience. Manage them well, and you’re already improving CX. ROBIN’s unique value is in a Program that helps build an operation capable of delivering both world-class service and making great CX contributions.”
Managing conversations is at the heart of great customer service. The Conversation Console is your very own Mission Control: all conversations, from all channels, in one interface.
No tickets. No queues. No drama. Just the questions, routed to the right rep, with all the relevant customer data and info displayed alongside the conversation.
Good service conversation management not only prevents folks from leaving, it also helps up and cross-sell, deliver personal, pro-active effective service and lower customer acquisition costs too.
ROBIN’s Performance Plans help eCommerce directors and customer service teams manage priorities as both your company and your service function grows.
Our Plans are built around the three most common scenarios we have encountered and managed over the last years. The KPI-specific dashboards for each Plan ensure that customer service and CX decision-making becomes smarter; more data-driven and efficient, over time.
And, your dedicated expert coach shares deeper insight into customer service data and information, knowledge on best practices and team building, plus building business cases for senior management buy-in.
“It’s one thing to have the data, but another to know what to do with it. The ROBIN KPI Framework was developed from thousands of hours experience in optimising eCommerce customer service performance. And it sits at the heart of our Performance Plans. It helps teams keep on top of rising shopper expectations — and improve the customer experience too.”
Through the ROBIN Program, we have set new standards in customer service delivery and management for more than 120 leading companies in the Netherlands, the US and the UK. And we are only just getting started.
The companies that will thrive are those than can get the best out of both humans and technology. We have number of ongoing programs in robotic process automation, augmented intelligence, machine learning, virtual and mixed reality and more.
Only by staying on top of our game can we help you stay on top of yours. Contact us to find out more.
“ ROBIN’s Conversation Console is exactly what we need to make the lives of our service team easier than ever. And the Performance Plan offers us the data, tools and guidance to build our customer service performance — giving our customers the kind of experience they truly deserve. ”
Wouter de Vries
“ At YourSurprise we are all about giving our customers the attention they need to pick a unique gift.ROBIN has got that same DNA. As a tool ROBIN enables us to provide fast and personal service across all channels. As a partner, ROBIN helps us make sense of data and continuously up our customer service game. ”