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Customer service, AI and customer contact insights

Insights, tips and best practices on customer management, AI and customer service.

Een geopend retourpakket naast een scherm met retourvoorwaarden

A return policy for your webshop: five questions and the 2026 withdrawal button

A return policy is read by someone who's hesitating, and every question it leaves open ends up with your customer service. How to write terms that comply with the law and don't raise questions. Including the withdrawal button that has been mandatory in the Netherlands since 25 June 2026.

Oct 5, 2026Read more

Een reviewpagina met sterrenscores en een reactie van de webshop eronder

E-commerce9 min

Responding to a negative review: you're writing for the next customer

A reply to a negative review has two readers: the reviewer and the customer who still has to choose. That second reader treats your reply as a sample of how you'd treat them. With a fixed structure, two example replies and the rules from the Dutch ACM and Google.

Oct 2, 2026Read more

Een medewerker bekijkt een klacht met drie mogelijke antwoordroutes ernaast

Ticketing & support10 min

Handling customer complaints in your webshop: repair, compensation or acknowledgement

A customer who complains tells you what went wrong. What they want back, they rarely say. It's almost always one of three things: repair, compensation or acknowledgement. Give the wrong one and a second complaint follows. With the model, an example and the rules that apply to webshops.

Sep 29, 2026Read more

Een chatvenster op een webshop dat een antwoord opbouwt uit kennisbank en ordergegevens

AI & Automation9 min

What can an AI chat do on your website? Four layers, from knowing to handing over

An AI chat on your website can do exactly as much as you give it access to. Answering from your own texts, looking up orders, carrying out an action and handing over to a person in time: each layer needs different access. The question test shows which layer your site needs.

Sep 22, 2026Read more

De vraag van een nieuwe medewerker landt in een kennisartikel, zodat de collega hem niet opnieuw hoeft uit te leggen

Ticketing & support10 min

Onboarding a new agent without grinding your team to a halt

Onboarding in customer service almost always happens over an experienced colleague's shoulder. It works, but it occupies two people at once and the knowledge disappears again the moment the explanation ends. Recording a new agent's questions gets them productive faster and leaves you with a knowledge base.

Sep 13, 2026Read more

Medewerker kijkt een AI-concept na, met de drie uitkomsten verzonden, gewijzigd en weggegooid

Growth & productivity11 min

The edit rate: how to measure whether your answers are correct

Almost every service team measures speed, volume and satisfaction. Almost nobody measures whether the answer was actually correct. The edit rate, the share of drafts changed before sending, is the one quality figure you can already read today without asking the customer anything.

Sep 6, 2026Read more

Teamleider plant de bezetting van het serviceteam op basis van drukte per uur

Growth & productivity8 min

Planning coverage around your own demand: from gut feel to a roster that works

Most service rosters are built around staff availability, not around when customers actually get in touch. This article shows how to map your demand profile, how much coverage you need per hour, and why overstaffing Monday makes Friday collapse.

Aug 30, 2026Read more

Serviceteam beantwoordt vragen via chat, mail en telefoon vanuit één overzicht

Ticketing & support9 min

Live chat, email or phone: which channel when, and what it costs you

Opening a channel is easy, staffing it isn't. This article explains what chat, email and phone are genuinely good at, the expectations each one sets, and why more channels without one shared view actually make your service slower.

Aug 23, 2026Read more

Klant vindt zelf het antwoord op een vraag in een online kennisbank

Ticketing & support9 min

Self-service customers actually use: from FAQ page to real answers

Almost every webshop has an FAQ page, and almost nobody reads it. This article explains why classic FAQ pages fail, which questions genuinely suit self-service, and how to build a knowledge base both customers and AI can use.

Aug 16, 2026Read more

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