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Artificial Intelligence and the eCommerce customer service conversation: what NOT to bot!

Michiel Gaasterland
Dec 11, 2018 Michiel Gaasterland

In What to Bot, the first of this two-part mini-series, we cut through the AI hype and ended by offering a simple formula to help you decide whether to bot or not. Overall, the answer was a resounding, yes!

But not everything that can be botted should be.

Artificial Intelligence and the eCommerce customer service conversation: what to bot!

Michiel Gaasterland
Nov 22, 2018 Michiel Gaasterland

AI and chatbots have been such a huge topic for us and our customers at ROBIN this past 12 months that we’ve put together a two-part, deep-dive blog post in which we will help you: 

  • Cut through the BS around AI and chatbots;
  • Figure out what to bot and what not to bot; and
  • Win at customer service in a future that will be dominated by those who get the best out of both tech and humans.

Photospecialist's new work schedule results in 67% more live chat availability

Michiel Gaasterland
Nov 15, 2018 Michiel Gaasterland

When Photospecialist first began offering livechat it was immediately met with success, but it also brought with it new customer service demands. First and foremost customers appreciate the quick, expert advice, and the conversion on live chats is spectacular!And yet the channel also faces some challenges. Perhaps the biggest one is to remain consistently available for customers.

Five management styles that build high performing customer service teams

Michiel Gaasterland
Oct 17, 2018 Michiel Gaasterland

We’ve identified five distinct management styles that help build high-performing customer service teams—but the most successful managers are adaptive ninjas who can switch between styles!

ROBIN takes 7th place in Dutch Deloitte Technology Fast 50

Michiel Gaasterland
Oct 11, 2018 Michiel Gaasterland

Amsterdam, 11 October 2018 - Today ROBIN took 7th place in the Deloitte Technology Fast 50 - the list of the 50 fastest growing technology companies in the Netherlands in 2018. ROBIN was awarded this spot by reporting 1186% growth over the past four years.

Robots Can’t Care: Humans and Empathy in Customer Service

Michiel Gaasterland
Sep 24, 2018 Michiel Gaasterland

After a look at how chatbots are doing on the empathy front, we share six tips to help your team have more empathic—and therefore more successful—service conversations.

Take the test: are you ready to crush the competition with service?

Michiel Gaasterland
Apr 3, 2018 Michiel Gaasterland

assessment-customer-service-resultWhether you are a retailer, airliner, insurance company or a car dealer; great customer servicebuilds trust and can be your most sustainable competitive advantage.

This is especially true for online retail. There is no other industry in the world where shoppers can so easily compare products, prices, delivery terms and service offerings.

 Is it your ambition to deliver better customer service than your competitor? And what do you need to do to make it happen? With these two questions in mind, ROBIN developed this Competitive Readiness Test.

After completing this 5-minute test, you will receive a personalised PDF report with; your competitive standings, analysis, and practical advice on how to improve your E-Commerce customer service model.

Should your E-Commerce store offer a WOW service experience to grow like Zappos?

Michiel Gaasterland
Jan 28, 2015 Michiel Gaasterland

 

At ROBIN we are 100% dedicated to offer our customers amazing support. It’s what we live for. It’s our vision, passion and strategy all rolled up in one. But hey, we’re a customer service software company. Our customers would expect nothing less than amazing support.

The shining customer service example in E-Commerce is Zappos. Their #1 core value is to deliver ‘WOW’ through service and they have build a multi-million dollar business out of it. It’s often advocated on marketing blogs that your E-Commerce store should also aspire to deliver ‘WOW’ through service to attain customer service nirvana - like Zappos did.

But is that the right advice? Should that be your customer service goal? Let’s take a closer look at 'customer delight’ and ask: is it marketing spin or a valid growth strategy?

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