ROBIN joins

Patrick Speijers
Oct 12, 2020 Patrick Speijers
Today, I’m proud to announce that ROBIN is joining I am beyond excited to gear up for the age of conversational commerce together with!

Trend #3 Fix Customer Self-service

Michiel Gaasterland
Mar 5, 2020 Michiel Gaasterland

This is the third post in our series of Seven Customer Service Insights for 2020 and Beyond.

Over the past decade, all sorts of tasks have been automated across all sorts of industries. It’s now commonplace for people to be able to help themselves quickly and easily. In fact, they really don’t want to contact a company at all, if they can possibly help it.

Introducing 7 Customer Service insights for 2020 & beyond

Michiel Gaasterland
Feb 12, 2020 Michiel Gaasterland

This series of posts is designed to help medium-sized brands professionalise customer service in preparation of conversational commerce. In each post, we look at a major trend — from chatbots to Live chat, hyper-personalisation and more — and offer actionable advice.

To introduce them, we first explore how eCommerce and online customer service has evolved over the past 10 years. By looking back, we may get a clearer idea of how things may evolve in the next 10 years.


Trend #1: Customer Service just changed forever

Michiel Gaasterland
Feb 12, 2020 Michiel Gaasterland

This is the first post in our series of 'Seven Customer Service Insights for 2020 and Beyond'.

Welcome to the Twenties! It might sound like hype that customer service has changed forever, but it’s a 100% bona fide, genuine, fact. 2020 signals a major demographic tipping point with big consequences for customer expectations, customer experience, and customer service.

Leadership Lessons for Directors: KPIs & the Commander’s Intent

Michiel Gaasterland
Jan 21, 2020 Michiel Gaasterland

The goal of eCommerce and digital directors is to help brands maximise commercial outcomes from their digital channels. And tackling customer service is just one part of this, so the amount of attention they can put there is often limited. However, a director’s leadership plays a critical role in how quickly a department professionalises and even its level of success. This is why, our coaches help directors develop a Commander’s Intent — something one of America’s greatest CEOs was all too familiar with.

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.

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.

ROBIN’s Brand Chief interviewed by InternetRetailing: competing on customer service

Hanife Yeter
Jun 13, 2019 Hanife Yeter

At the Internet Retailing Expo 2019 (IRX), ROBIN’s Brand Chief, Michiel Gaasterland was interviewed on camera by IRX’s Founder and Editor-in-Chief, Ian Jindal.

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.

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