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Customer service, AI and customer contact insights

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

Manager berekent de kosten per klantvraag op een dashboard

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

Drukke webshop-magazijn tijdens piekperiode met pakketten klaar voor verzending

E-commerce9 min

Black Friday and peak season: preparing your webshop's customer service

Black Friday, Christmas and other peak moments can drive customer questions sharply up. This article describes how your webshop concretely prepares for it: from capacity planning to AI that absorbs the volume, so service holds up exactly when it matters most.

Jul 12, 2026Read more

Overzicht van klantenservicetools naast elkaar op een scherm

Growth & productivity9 min

Comparing customer service software: what actually matters?

Every helpdesk tool claims the same thing: faster, smarter, all-in-one. This article gives a concrete framework for comparing customer service software, from AI depth to implementation time, so you choose based on what your team actually needs, not marketing language.

Jul 5, 2026Read more

Klantenserviceteam werkt samen achter laptops aan een gedeelde balie

AI & Automation11 min

AI agents in customer service: what they can and cannot do

An AI agent in customer service is neither a magic box nor a gimmick. This article sets out honestly what an AI agent handles independently today, where the limits lie and how to divide the work between AI and people so that quality goes up rather than down.

Jun 21, 2026Read more

AI & Automation9 min

GDPR and EU data hosting in AI customer service: why data residency builds trust

AI in customer service touches personal data directly. Knowing where data lives, who can access it and how long it is kept builds trust. A practical guide to GDPR, EU data hosting and data residency.

Jun 13, 2026Read more

Klantprofiel met orderhistorie en eerdere gesprekken op een scherm

CRM & customer management9 min

CRM context: why AI needs to know the customer

AI in customer service is only as good as the context it receives. Knowing the customer, the order history and the earlier conversations turns generic replies into answers that are actually right. This article shows how to set up CRM context so every reply is personal and correct.

Jun 5, 2026Read more

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