Top Ten People Skills for Effective Customer Service Reps

Hanife Yeter
May 21, 2019 Hanife Yeter

Tech tools alone will not keep customers happy. 

A customer is on the phone with a Customer Service Rep, frustrated about a clothing item that was supposed to arrive but hasn’t yet.

The Rep refers to her ROBIN dashboard, and sees it’s not the first time this customer has called in anger. But this is also not the first product he has purchased from the company.

ROBIN's way: Integrating VoIP with other customer service channels

Hanife Yeter
May 9, 2019 Hanife Yeter

Integrating your VoIP, or phone system, into your customer service tooling landscape can prove challenging. You want one user experience for agents that contains all relevant customer data - from every channel – available at a glance.

Should you try to reduce the number of customer service questions you are getting?

Michiel Gaasterland
Apr 2, 2019 Michiel Gaasterland

“They’re coming in too fast!” — Luke Skywalker, Star Wars (1977)

We seen it a million times. An eCommerce director sits down to talk with their customer service team lead about the pressure customer service is under and how to solve it, get it under control.

At some point, one of them says, “We really need to reduce the number of customer questions we’re getting in”. Both nod in agreement and walk away, happy they’re on the right track.

But are they?

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.

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