Linsey Jepma

What can chatbots do for your service desk?

Do your service desk employees perceive chatbots as a threat? Put their minds at rest. Chatbots don’t work under their own steam, but rather in collaboration with people. Keen to learn more? Frank Smit, Chief Innovation Officer at OBI4wan, explains what chatbots are and...

Skills and data; the perfect combination for an efficient online customer service department

The ongoing digitalisation of customer contact has forced us to look for new ways to efficiently organise our online customer service. The role of service employees has been changing drastically and the skills they need to keep up with these developments are changing as...

Developing your own chatbot? Make sure you have a strong team with the right...

Photo: Shutterstock The summer holidays have started! It’s time to look back to see where we stand, so that 2019 will be a good year. In this article I will discuss how you can keep a grip on technology and chatbots by setting up the...

6 trends in online customer service

Photo: Pexels In recent years, social media customer service has become one of the most important service points of organisations in no time. Many organizations in the UK provide high quality customer service on social media and the market is not standing still. More and...

Online customer service is more than just providing assistance

Social media remains the terrain of the client, where s/he is free to post, complain and make requests. ‘online customer service’ has become a well-established concept, but there are still challenges to consider in undertaking it. Listening is the key. Listening to both the...

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