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Customer service, AI and customer contact insights

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

Klantenserviceteam werkt aan bureaus met meerdere kanalen op een plek

Shared inbox: email, chat and phone in one place

A shared inbox brings email, live chat and phone together in one workspace, with clear ownership and status for every customer question. Nothing disappears into a personal mailbox and everyone knows who is working on what.

May 28, 2026Read more

Team bekijkt samen een concept op een laptop voor goedkeuring

AI & Automation9 min

Approval first: deploying AI safely without losing control

Putting AI to work in support does not have to be a leap of faith. With approval first a person decides which AI draft goes out, so speed and control reinforce each other.

May 20, 2026Read more

Team werkt samen aan documentatie en kennis achter laptops

AI & Automation11 min

The knowledge base: foundation under reliable AI answers

An AI answer is never better than the knowledge it draws from. This article shows how a well maintained knowledge base lays the groundwork for reliable, traceable answers and how to close knowledge gaps systematically.

May 12, 2026Read more

Team bekijkt servicedashboard met cijfers

Growth & productivity9 min

KPIs for modern customer service: measure what really matters

Most service teams measure too much and act on too little. This article shows which customer service KPIs actually matter, how to read them in context and how to move from reporting to genuine improvement.

May 4, 2026Read more

Internationaal team werkt samen achter laptops

AI & Automation9 min

Multilingual customer service with AI: reply in every language in your tone of voice

Serving an international webshop does not mean hiring a separate team for every language. This is how AI answers customers in their own language, in your tone of voice, while preserving quality and context.

Apr 26, 2026Read more

Druk winkelend publiek tijdens een verkoopperiode

Growth & productivity9 min

Handle peak demand without hiring: let AI absorb the volume

Black Friday, the holidays, a sale or a viral post: the volume of customer questions spikes while your team stays the same size. This is the complete playbook to handle peak demand without hiring, by letting AI absorb the predictable volume and keeping your team free for the rest.

Apr 18, 2026Read more

Klant pakt een retourzending in met een verzenddoos

E-commerce9 min

Handle returns faster with AI and workflows: from request to refund

Returns are part of e-commerce, but processing them often costs more time than needed. With AI and workflows the process runs largely on its own, from request to refund. A practical guide.

Apr 10, 2026Read more

Servicemedewerker plant vervolgacties op laptop

Ticketing & support9 min

Set up tasks and follow-up so nothing slips through again

Most unhappy customers are not angry about the first reply, but about the promise that was never kept afterwards. This article shows how to set up tasks and follow-up so every next action gets an owner and a deadline and nothing slips through the cracks again.

Apr 2, 2026Read more

Servicemedewerker met headset aan het telefoneren achter een laptop

AI & Automation9 min

Phone and AI: calls that follow up on themselves

Phone calls often produce valuable information that then evaporates: a promise, a follow-up action, an appointment. When phone works together with AI and the CRM, a call follows up on itself with tasks, context and clear next steps.

Mar 25, 2026Read more

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