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Customer service, AI and customer contact insights

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

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

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

Manager berekent de kosten per klantvraag op een dashboard

Growth & productivity9 min

What does your customer service really cost? Calculating it per query

Most companies know their customer service costs only as a payroll line. This article shows how to calculate cost per customer query, which hidden items you usually miss, and why that single calculation decides whether automation is worth it.

Aug 9, 2026Read more

Beheerder controleert AI-antwoorden voordat ze worden verstuurd

AI & Automation9 min

What if AI in customer service makes a mistake? Managing the risk

The biggest hesitation about AI in customer service isn't whether it works, but what happens when it doesn't. This article explains which risks are real, which are overstated, and how approval, boundaries and logging let you deploy AI safely without losing control.

Aug 2, 2026Read more

Pakket met trackingcode wordt gescand in een verzendcentrum

E-commerce9 min

Connecting track and trace: which carrier integration you need

'Where is my order' is the single biggest source of customer questions for most webshops. This article shows why a shallow shipping integration isn't enough, and how a proper connection to PostNL, DHL and DPD structurally reduces WISMO questions.

Jul 26, 2026Read more

Klanttevredenheidsscore weergegeven op een dashboard met sterren

Growth & productivity9 min

Measuring customer satisfaction: what CSAT does and doesn't tell you

A CSAT score is quick to measure, but often says less than teams think. This article explains what makes customer satisfaction measurement valuable in customer service, the pitfalls of CSAT, and how to combine it with other signals for an honest picture.

Jul 19, 2026Read more

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