Companies are facing the challenge of an increasing need to be available to consumers at all times and of being present at a large number of touchpoints. To meet these needs and provide quality service, more and more companies are turning to chatbots. Their application ensures greater efficiency, cost reduction and increased satisfaction among customers and employees. But how do you develop a chatbot? According to Gartner, by 2020 over 50% of all mid-sized and large companies will be using chatbots. Consumer acceptance for interacting with chatbots is also increasing. A 2017 survey by Stati ..read more

Help! Customer service is overflowing with questions and customer satisfaction is going down due to increasing wait times. The focus on the customer starts to blur and agents start to get bored with all the routine questions they have to answer on a daily basis. Do you sometimes see yourself in these scenarios? Then one thing’s clear — time for a chatbot! 1. My customers are frustrated with the long wait times Due to digitisation, more and more customers are able to find organisations through digital channels. Organisations are expected to be available 24/7, 365 days a year through multiple ch ..read more

Buying online has never been easier. With a few clicks of a button, you’ve bought those beautiful new shoes or that user-friendly vacuum cleaner. Taking out insurance or reporting nuisance also is done in no time these days via online channels. And if you have questions about a purchase, service or product, you want to be helped as quickly as possible. Are you ready for conversational customer contact, but don’t know where to start? We’ll list for you the differences and similarities of live chat and WhatsApp – the two most popular personal channels! Trend or necessity? Conversational customer ..read more

A lot has changed in the field of webcare over the past 6 years. Where, in the early days of webcare, there was mainly a lot of experimenting with different communication styles, today much more attention is being paid to substantiated theories for the most optimal use of webcare possible. Mustafa Akpinar is a lecturer and researcher at the University of applied sciences of Arnhem. He recently conducted research into the communication styles, both direct and indirect, within webcare, and their effect on brand evaluation. During an interesting and informative Clubhouse session, he shared with ..read more

Buying online has never been easier. With a few clicks of a button, you’ve bought those beautiful new shoes or that user-friendly vacuum cleaner. Taking out insurance or applying for a passport also is done in no time these days via online channels. And if you have questions about a purchase, service or product, you want to be helped as quickly as possible. Are you ready for conversational customer contact, but don’t know where to start? We’ll list for you the differences and similarities of live chat and WhatsApp – the two most popular personal channels! Trend or necessity? Conversational cus ..read more

During F8 Refresh on June 2nd, Messenger from Facebook announced that the Messenger API for Instagram will begin rolling out publicly, enabling businesses worldwide to integrate messaging from Instagram with their preferred business applications. Over at OBI4wan, we have now integrated Instagram messaging into our customer engagement solution, helping our customers drive meaningful conversations at scale. In recent years, 1-on-1 messaging has played a central role in connecting people with brands. In 2020, the total number of daily conversations between people and businesses grew over 40 pe ..read more

Countless organisations are struggling with an increase in the number of questions that come in through online channels. “What happened to my order?” is a question many overworked customer service agents see on a daily basis. COVID-19 has had a significant impact on what customer service means nowadays and how we go about it. In this article, we’ve listed the latest trends in the field of webcare and we’ve thrown out a life raft to help you keep afloat of the increasing volumes. The effect of COVID-19 on customer service The pandemic has affected many different industries, and customer servic ..read more

Happy and loyal customers, that’s what all organisations want. But customers are becoming more and more demanding, and at the same time it’s becoming more and more difficult for organisations to be distinctive in terms of customer service and customer experience. As an organisation, how can you ensure that your customer service not only handles all the questions, complaints and messages that come your way in the best way possible, but that you also strive for truly engaged customers? An effective way to achieve this is to make it as easy as possible for the customer throughout the entire cust ..read more

Happy and loyal customers, that’s what all organisations want. But customers are becoming more and more demanding, and at the same time it’s becoming more and more difficult for organisations to be distinctive in terms of customer service and customer experience. As an organisation, how can you ensure that your customer service not only handles all the questions, complaints and messages that come your way in the best way possible, but that you also strive for truly engaged customers? An effective way to achieve this is to make it as easy as possible for the customer throughout the entire cust ..read more

WhatsApp is frequently used by both young and old. This highly accessible messaging channel is being used more and more as a service channel. Organisations can answer their customer’s questions and residents can find municipalities through this popular channel. Smart organisations see the opportunities of WhatsApp and make use of the many possibilities this channel offers.  Of course, the adoption of WhatsApp as a customer contact channel also carries some challenges. What about the privacy issues regarding my customers or residents? Is the use of WhatsApp GDPR proof? And how do I meet ..read more