Integrating WhatsApp Business into your customer service technology suite

Rutger de Ruiter
Jan 10, 2020 Rutger de Ruiter

Now that WhatsApp has launched WhatsApp Business, companies cannot use the standard WhatsApp version anymore to communicate with their customers.

To integrate WhatsApp into your customer service technology suite, you first need to get an account at a verified supplier. Then, you need to make sure your customer service technology provider properly supports WhatsApp Business.

This is what you need to know.

Six things customer service and retail brands get wrong about customer loyalty

Michiel Gaasterland
Dec 11, 2019 Michiel Gaasterland

Some believe that you can earn loyalty by ‘delighting’ customers. Some say a ‘positive emotional experience’ works best. Others say we shouldn’t use the term loyalty at all, because it’s misleading, and no-one can ever really be ‘loyal’ to a brand anyway. Is the truth out there?

When you join The ROBIN Program, one of the first things our Expert Coaches do is introduce you to our ‘Three Principles of Great Customer Service’.

ROBIN Advanced Routing: No tickets, no queues, no drama

Rutger de Ruiter
Nov 12, 2019 Rutger de Ruiter

Traditional ticketing systems first route all incoming customer questions to a queue, then they send them on to an agent. These help desk systems turn questions into tickets and people into numbers. They also silo people and channels, preventing your team from offering an effortless service experience.

Want to lose a third of your customers in a single day?

Michiel Gaasterland
Sep 20, 2019 Michiel Gaasterland

According to PwC's Future of Customer Experience report, 32% of customers will leave a brand after just one bad experience. Even when they love your brand, 59% will walk away after two bad experiences.

Knowing this, the first thing you would expect retail brands to do is to start getting their customer service house in order ... wouldn’t you? After all, customer service is the department most likely to make the quickest, most positive impact, on your CX — and prevent up to 70% of customers from leaving along the way. Sound too good to be true? Let’s see.

Using Servant Leadership to boost customer service

Hanife Yeter
Jul 25, 2019 Hanife Yeter

As the saying goes: ‘you can lead or you can follow’.

As it turns out, you can do both. And, in fact, there is a lot of evidence that executives who do both guide their organisations to better serve their customers.

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