8 tips for efficient social media publishing

With 2.6 billion social media users worldwide in 2018 social networks offer unique possibilities to promote products and services and engage with consumers. This is why most companies have made [...]

How to benefit from proactive customer support

(Nederlands) Tegenwoordig gebruiken consumenten een breed scala aan kanalen om te communiceren over merken, producten en diensten. Toch reageren veel organisaties alleen nog op berichten die [...]

An efficiency boost in service that the e-commerce world can profit from

Last week I ordered something from webshop x. Something went wrong with my order. The package disappeared so I turned to the customer service of the webshop in question. To my great surprise, the [...]

Community Management 2.0: 8 tips

(Nederlands) De ideale community manager kent zijn doelgroep van binnenuit en weet welke content en formats goed presteren binnen deze community. Hij houdt zich bezig met de gemeenschap op [...]

The digital world of RTL/Videoland; how an omnichannel strategy ensures success

RTL is going through a digital transformation, one in which, aside from viewing activities on an actual TV, there is also a huge amount of investment going into viewing on online platforms as [...]

Online customer service is more than just providing assistance

Social media remains the terrain of the client, where s/he is free to post, complain and make requests. ‘online customer service’ has become a well-established concept, but there are still [...]

(Nederlands) Is het einde van traditionele media nabij?

(Nederlands) De huidige maatschappij snakt meer en meer naar maatwerk. We zien de enorme opkomst van on demand televisie kijken, maar de tijden veranderen ook voor media publishers en [...]

Infographic: 8 reasons why online customer service is important

(Nederlands) De steeds hoger wordende eisen die consumenten aan service stellen zorgen ervoor dat organisaties op scherp staan. Omnichannel webcare, live chat en chatbots; we halen ze allemaal [...]

5 questions to: Sander Kouwenhoven – Customer Service Manager BCC

Sander is Manager Customer Service at BCC and is very excited when he talks about his webcare team that is literally located in the store. The experiment is successful; webcare and store [...]

(Nederlands) Webcare en het belang van conversational human voice

(Nederlands) Organisaties zijn steeds beter in staat de juiste tone of voice te bepalen. Het is een proces van veel uitproberen, vallen en opstaan. Naast tone of voice is ook de conversational [...]