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SUITETEAMLOGINBLOG
Today’s consumers expect hyper-personalised service conversations, in real-time, in any channel they choose. To deliver on that, companies first need to get their customer service house in order. With The ROBIN Program we help teams improve customer SLAs, work more efficiently, and start selling more. The Program includes aConversation
THE ROBIN PROGRAM
Welcome to the ROBIN Program. A Conversation Console complete with your own data warehouse and BI dashboards — plus datadriven Coaching that helps you improve SLAs, work more efficiently, and sell more, too. Down below is a run-through of some of the Console’s key features, plus a little insight into data-driven Coaching.MEET THE TEAM
We are easily approachable, passionate about eCommerce and love to inspire on personal service & sales. Contact anyone of us directly viaour team page.
FIVE MANAGEMENT STYLES THAT BUILD HIGH PERFORMING CUSTOMER There are five distinct management styles that help build high-performing customer service teams. Read our blog and understand how they impact short-term results, and the building of a sustainable operation or download our free infographic. THE SEVEN ESSENTIAL CONFLICT RESOLUTION SKILLS FOR Conflicts can’t be avoided, but they can be managed with agility and grace. As the seminal Harvard Business Review article ‘Stop Trying to Delight Your Customers’ showed, while people buy from you because of your product or brand, people most often leave because of poor customer service.. This is why conflict resolution skills are some of the most fundamental skills for every customer ROBIN | ECOMMERCE CUSTOMER SERVICETRANSLATE THIS PAGE Data en conversational commerce gaan hand in hand. Denk aan grip op workload, het verbeteren van SLA’s en het leveren van een meetbare bijdrage aan sales. Daarom bevat het ROBIN Program je eigen data warehouse, BI data-views én zowel service- als operationele KPI dashboards. Eens per maand kijkt je expert coach met je mee naar dedata.
CUSTOMER SERVICE TRIAGE. WHO GETS THE FASTEST REPLY? Customer Service Triage. Who gets the fastest reply? “Triage is the process of determining the priority of patients' treatments based on the severity of their condition. This rations patient treatment efficiently when resources are insufficient for all to be treated immediately. The term comes from the French verb trier, meaning toseparate
THE STRATEGY OF CUSTOMER SERVICE CHANNELS STELLAService found phone and e-mail were the most preferred channels; in 2013 Forrester Research found that e-mail is the third most widely used channel with 58% of shoppers choosing it as their method of communication. Web chat has increased in popularity over time — adoption having risen from 30% to 43% between 2009 and 2012.It also has the second highest satisfaction rating after voice ARTIFICIAL INTELLIGENCE & THE ECOMMERCE CUSTOMER SERVICE www.robinhq.com 3 of 29 01 The future is coming, but no one knows when 4 02 Bots, chatbots, assistants and AI’s 8 03 Customer experience in context 12 04 Five eCommerce shopper questions 15 05 Bottable, avoidable or desirable? INTEGRATING WHATSAPP BUSINESS INTO YOUR CUSTOMER SERVICE Integrating WhatsApp Business with ROBIN means WhatsApp messages now land into the same inbox as all other essential customer contact channels like e-mail, contact forms, phone, live chat, Messenger, Twitter DMs, public social channels, and more. Bringing WhatsApp into your ROBIN Conversation Console, as well as your ROBIN Data Warehouse,opens
ROBIN | ECOMMERCE CUSTOMER SERVICETHE PROGRAMPRICINGGROWTHSUITETEAMLOGINBLOG
Today’s consumers expect hyper-personalised service conversations, in real-time, in any channel they choose. To deliver on that, companies first need to get their customer service house in order. With The ROBIN Program we help teams improve customer SLAs, work more efficiently, and start selling more. The Program includes aConversation
THE ROBIN PROGRAM
Welcome to the ROBIN Program. A Conversation Console complete with your own data warehouse and BI dashboards — plus datadriven Coaching that helps you improve SLAs, work more efficiently, and sell more, too. Down below is a run-through of some of the Console’s key features, plus a little insight into data-driven Coaching.MEET THE TEAM
We are easily approachable, passionate about eCommerce and love to inspire on personal service & sales. Contact anyone of us directly viaour team page.
FIVE MANAGEMENT STYLES THAT BUILD HIGH PERFORMING CUSTOMER There are five distinct management styles that help build high-performing customer service teams. Read our blog and understand how they impact short-term results, and the building of a sustainable operation or download our free infographic. THE SEVEN ESSENTIAL CONFLICT RESOLUTION SKILLS FOR Conflicts can’t be avoided, but they can be managed with agility and grace. As the seminal Harvard Business Review article ‘Stop Trying to Delight Your Customers’ showed, while people buy from you because of your product or brand, people most often leave because of poor customer service.. This is why conflict resolution skills are some of the most fundamental skills for every customer ROBIN | ECOMMERCE CUSTOMER SERVICETRANSLATE THIS PAGE Data en conversational commerce gaan hand in hand. Denk aan grip op workload, het verbeteren van SLA’s en het leveren van een meetbare bijdrage aan sales. Daarom bevat het ROBIN Program je eigen data warehouse, BI data-views én zowel service- als operationele KPI dashboards. Eens per maand kijkt je expert coach met je mee naar dedata.
CUSTOMER SERVICE TRIAGE. WHO GETS THE FASTEST REPLY? Customer Service Triage. Who gets the fastest reply? “Triage is the process of determining the priority of patients' treatments based on the severity of their condition. This rations patient treatment efficiently when resources are insufficient for all to be treated immediately. The term comes from the French verb trier, meaning toseparate
THE STRATEGY OF CUSTOMER SERVICE CHANNELS STELLAService found phone and e-mail were the most preferred channels; in 2013 Forrester Research found that e-mail is the third most widely used channel with 58% of shoppers choosing it as their method of communication. Web chat has increased in popularity over time — adoption having risen from 30% to 43% between 2009 and 2012.It also has the second highest satisfaction rating after voice ARTIFICIAL INTELLIGENCE & THE ECOMMERCE CUSTOMER SERVICE www.robinhq.com 3 of 29 01 The future is coming, but no one knows when 4 02 Bots, chatbots, assistants and AI’s 8 03 Customer experience in context 12 04 Five eCommerce shopper questions 15 05 Bottable, avoidable or desirable? INTEGRATING WHATSAPP BUSINESS INTO YOUR CUSTOMER SERVICE Integrating WhatsApp Business with ROBIN means WhatsApp messages now land into the same inbox as all other essential customer contact channels like e-mail, contact forms, phone, live chat, Messenger, Twitter DMs, public social channels, and more. Bringing WhatsApp into your ROBIN Conversation Console, as well as your ROBIN Data Warehouse,opens
THE ROBIN PROGRAM
Welcome to the ROBIN Program. A Conversation Console complete with your own data warehouse and BI dashboards — plus datadriven Coaching that helps you improve SLAs, work more efficiently, and sell more, too. Down below is a run-through of some of the Console’s key features, plus a little insight into data-driven Coaching.GROWTH SUITE
What’s in the Growth suite? Advanced integrations and connections. Performance and productivity tools. Chatbot, automation and self-service solutions. Hands-on, data-driven problem-solving support from our wonderful team. Please contact our Sales department for prices of Growth Suite products. CUSTOMER SERVICE GUIDE ECOMMERCE If so, the ROBIN guide covers everything you need to know in one. practical guide — from the principles of great customer service, to setting strategy, building a profitable operation, and managing great conversations that will floor the competition. This Guide is also available as PDF. Download here. ROBIN | 7 CUSTOMER SERVICE INSIGHTS FOR 2020 & BEYOND Introducing 7 Customer Service insights for 2020 & beyond! We look at major trends — from chatbots to live chat, hyper-personalization and more — and offer actionable advice. THREE DAMN GOOD REASONS WHY HAPPY CUSTOMERS ARE THE BEST Here’s three damn good reasons why she is right and how ROBIN can help. 1. Happiness is simply a great business strategy. Full stop. Today’s consumer is an empowered one. They have more choice than ever. Trust is increasingly important. And an amazing customer experience can be the deciding factor. THE THREE PRINCIPLES OF GREAT CUSTOMER SERVICE Chapter 1: The three principles of great customer service The Three Principles Of Great Customer Service. Building on the service gap model (SERVQUAL, if you would like to know more) and the data and insights from the Customer Contact Council, the Corporate Executive Board (great book here!), and others, we distilled all the insights down into three core principles of great customer service. IF YOU'RE NOT HAPPY TELL US, IF YOU'RE HAPPY TELL If you're not happy tell us, if you're happy tell others! I have a good friend who doesn’t believe in tipping waiters 10 percent. It’s not that she’s stingy - far from it. I’ve seen her leave $10 on a $15 lunch. It’s just that she believes that you should tell the business exactly what you USING SERVANT LEADERSHIP TO BOOST CUSTOMER SERVICE Servant Leadership for Customer Service. In the age of the customer, servant leadership is the answer. Focusing on your employees first leads to better customer service and selling. Inspired, contented, and respected customer service reps will ultimately go the extra mile when representing your brand in handling customer questions, comments or RELATIONAL SHOPPERS: THE BFF OF ANY ECOMMERCE STORE The business value of the Relational Shopper. “Relational Shoppers represent a smaller share of store traffic but a larger share of sales, higher closing ratios, higher average sales, and higher profit margins.”. – Wizard of Ads Case study. Transactional Shopper questions typically make up around 80% of your traffic, and theirquestions
WAT IS HET GEHEIM VAN KLANTLOYALITEIT VOOR …TRANSLATE THIS PAGE Wat is klantloyaliteit? Klantloyaliteit heeft in feite twee aspecten: het gevoel én het gedrag van een klant over een merk. Uiteraard zijn deze twee aspecten aan elkaar verbonden. Uit onderzoek van Harvard Business review blijkt dat klanten die een emotionele connectie ROBIN | ECOMMERCE CUSTOMER SERVICETHE PROGRAMPRICINGGROWTH SUITETEAMLOGINBLOGROBIN COMPANY BOSTONROBIN HOTELING SOFTWAREROBINROOM SCHEDULING
Today’s consumers expect hyper-personalised service conversations, in real-time, in any channel they choose. To deliver on that, companies first need to get their customer service house in order. With The ROBIN Program we help teams improve customer SLAs, work more efficiently, and start selling more. The Program includes aConversation
THE ROBIN PROGRAM
Welcome to the ROBIN Program. A Conversation Console complete with your own data warehouse and BI dashboards — plus datadriven Coaching that helps you improve SLAs, work more efficiently, and sell more, too. Down below is a run-through of some of the Console’s key features, plus a little insight into data-driven Coaching.PROGRAM PRICING
Program price€ 999 per month. Incl. 3 full-time Conversation Console users. Plus 6 collaboration users. Data warehouse, BI-views & coaching. We guarantee personal service every step of the way. Request demo. Price per additional full-time. Conversation Console user. €199 per month.
FIVE MANAGEMENT STYLES THAT BUILD HIGH PERFORMING CUSTOMERSERVANT LEADERSHIP CUSTOMER SERVICECUSTOMER SERVICE LEADER There are five distinct management styles that help build high-performing customer service teams. Read our blog and understand how they impact short-term results, and the building of a sustainable operation or download our free infographic. ROBOTS CAN’T CARE: HUMANS AND EMPATHY IN CUSTOMER SERVICE Robots Can’t Care: Humans and Empathy in Customer Service. After a look at how chatbots are doing on the empathy front, we share six tips to help your team have more empathic—and therefore more successful—service conversations. It’s not their fault. Despite the hype, robots just aren’t built to care. Empathy is not included. THE SEVEN ESSENTIAL CONFLICT RESOLUTION SKILLS FORCONFLICT MANAGEMENT IN CUSTOMER SERVICECONFLICT RESOLUTION STRATEGIESCONFLICT RESOLUTION TECHNIQUESCONFLICT RESOLUTION WORKSHEETSWHAT IS CONFLICT RESOLUTION Conflicts can’t be avoided, but they can be managed with agility and grace. As the seminal Harvard Business Review article ‘Stop Trying to Delight Your Customers’ showed, while people buy from you because of your product or brand, people most often leave because of poor customer service.. This is why conflict resolution skills are some of the most fundamental skills for every customer CUSTOMER SERVICE TRIAGE. WHO GETS THE FASTEST REPLY? Customer Service Triage. Who gets the fastest reply? “Triage is the process of determining the priority of patients' treatments based on the severity of their condition. This rations patient treatment efficiently when resources are insufficient for all to be treated immediately. The term comes from the French verb trier, meaning toseparate
THE STRATEGY OF CUSTOMER SERVICE CHANNELS STELLAService found phone and e-mail were the most preferred channels; in 2013 Forrester Research found that e-mail is the third most widely used channel with 58% of shoppers choosing it as their method of communication. Web chat has increased in popularity over time — adoption having risen from 30% to 43% between 2009 and 2012.It also has the second highest satisfaction rating after voice RELATIONAL SHOPPERS: THE BFF OF ANY ECOMMERCE STORE The business value of the Relational Shopper. “Relational Shoppers represent a smaller share of store traffic but a larger share of sales, higher closing ratios, higher average sales, and higher profit margins.”. – Wizard of Ads Case study. Transactional Shopper questions typically make up around 80% of your traffic, and theirquestions
ROBIN | ENDPOINT 1
Endpoint. The first endpoint has been designed to showcase the details of the customer. This endpoint gives the ROBIN Agent a general overview of who the person is and his history with the company. TheMinimum response
ROBIN | ECOMMERCE CUSTOMER SERVICETHE PROGRAMPRICINGGROWTH SUITETEAMLOGINBLOGROBIN COMPANY BOSTONROBIN HOTELING SOFTWAREROBINROOM SCHEDULING
Today’s consumers expect hyper-personalised service conversations, in real-time, in any channel they choose. To deliver on that, companies first need to get their customer service house in order. With The ROBIN Program we help teams improve customer SLAs, work more efficiently, and start selling more. The Program includes aConversation
THE ROBIN PROGRAM
Welcome to the ROBIN Program. A Conversation Console complete with your own data warehouse and BI dashboards — plus datadriven Coaching that helps you improve SLAs, work more efficiently, and sell more, too. Down below is a run-through of some of the Console’s key features, plus a little insight into data-driven Coaching.PROGRAM PRICING
Program price€ 999 per month. Incl. 3 full-time Conversation Console users. Plus 6 collaboration users. Data warehouse, BI-views & coaching. We guarantee personal service every step of the way. Request demo. Price per additional full-time. Conversation Console user. €199 per month.
FIVE MANAGEMENT STYLES THAT BUILD HIGH PERFORMING CUSTOMERSERVANT LEADERSHIP CUSTOMER SERVICECUSTOMER SERVICE LEADER There are five distinct management styles that help build high-performing customer service teams. Read our blog and understand how they impact short-term results, and the building of a sustainable operation or download our free infographic. ROBOTS CAN’T CARE: HUMANS AND EMPATHY IN CUSTOMER SERVICE Robots Can’t Care: Humans and Empathy in Customer Service. After a look at how chatbots are doing on the empathy front, we share six tips to help your team have more empathic—and therefore more successful—service conversations. It’s not their fault. Despite the hype, robots just aren’t built to care. Empathy is not included. THE SEVEN ESSENTIAL CONFLICT RESOLUTION SKILLS FORCONFLICT MANAGEMENT IN CUSTOMER SERVICECONFLICT RESOLUTION STRATEGIESCONFLICT RESOLUTION TECHNIQUESCONFLICT RESOLUTION WORKSHEETSWHAT IS CONFLICT RESOLUTION Conflicts can’t be avoided, but they can be managed with agility and grace. As the seminal Harvard Business Review article ‘Stop Trying to Delight Your Customers’ showed, while people buy from you because of your product or brand, people most often leave because of poor customer service.. This is why conflict resolution skills are some of the most fundamental skills for every customer CUSTOMER SERVICE TRIAGE. WHO GETS THE FASTEST REPLY? Customer Service Triage. Who gets the fastest reply? “Triage is the process of determining the priority of patients' treatments based on the severity of their condition. This rations patient treatment efficiently when resources are insufficient for all to be treated immediately. The term comes from the French verb trier, meaning toseparate
THE STRATEGY OF CUSTOMER SERVICE CHANNELS STELLAService found phone and e-mail were the most preferred channels; in 2013 Forrester Research found that e-mail is the third most widely used channel with 58% of shoppers choosing it as their method of communication. Web chat has increased in popularity over time — adoption having risen from 30% to 43% between 2009 and 2012.It also has the second highest satisfaction rating after voice RELATIONAL SHOPPERS: THE BFF OF ANY ECOMMERCE STORE The business value of the Relational Shopper. “Relational Shoppers represent a smaller share of store traffic but a larger share of sales, higher closing ratios, higher average sales, and higher profit margins.”. – Wizard of Ads Case study. Transactional Shopper questions typically make up around 80% of your traffic, and theirquestions
ROBIN | ENDPOINT 1
Endpoint. The first endpoint has been designed to showcase the details of the customer. This endpoint gives the ROBIN Agent a general overview of who the person is and his history with the company. TheMinimum response
THE ROBIN PROGRAM
Welcome to the ROBIN Program. A Conversation Console complete with your own data warehouse and BI dashboards — plus datadriven Coaching that helps you improve SLAs, work more efficiently, and sell more, too. Down below is a run-through of some of the Console’s key features, plus a little insight into data-driven Coaching.PROGRAM PRICING
Program price€ 999 per month. Incl. 3 full-time Conversation Console users. Plus 6 collaboration users. Data warehouse, BI-views & coaching. We guarantee personal service every step of the way. Request demo. Price per additional full-time. Conversation Console user. €199 per month.
MEET THE TEAM
We are easily approachable, passionate about eCommerce and love to inspire on personal service & sales. Contact anyone of us directly viaour team page.
GROWTH SUITE
What’s in the Growth suite? Advanced integrations and connections. Performance and productivity tools. Chatbot, automation and self-service solutions. Hands-on, data-driven problem-solving support from our wonderful team. Please contact our Sales department for prices of Growth Suite products. CUSTOMER SERVICE GUIDE ECOMMERCE If so, the ROBIN guide covers everything you need to know in one. practical guide — from the principles of great customer service, to setting strategy, building a profitable operation, and managing great conversations that will floor the competition. This Guide is also available as PDF. Download here. ECOMMERCE INTEGRATION Complete reporting. The connection with your eCommerce platform also enriches your ROBIN data warehouse with commerce data. This fuels your tailor made BI views with insights into conversion and order values per team, service rep and channel. The data is also used for your KPIframework.
ROBOTS CAN’T CARE: HUMANS AND EMPATHY IN CUSTOMER SERVICE Robots Can’t Care: Humans and Empathy in Customer Service. After a look at how chatbots are doing on the empathy front, we share six tips to help your team have more empathic—and therefore more successful—service conversations. It’s not their fault. Despite the hype, robots just aren’t built to care. Empathy is not included. ARTIFICIAL INTELLIGENCE AND THE ECOMMERCE CUSTOMER SERVICE Many can understand and generate natural languages (speech and writing) too. These properly AI bots are mainly the territory of the big tech players (think Microsoft, Amazon, Apple and Google). We think Duplex, the AI behind Google Assistant, is a great example since itfunctions around a
THE THREE PRINCIPLES OF GREAT CUSTOMER SERVICE Chapter 1: The three principles of great customer service The Three Principles Of Great Customer Service. Building on the service gap model (SERVQUAL, if you would like to know more) and the data and insights from the Customer Contact Council, the Corporate Executive Board (great book here!), and others, we distilled all the insights down into three core principles of great customer service. ROBIN | DEVELOPERS DOCS ROBIN Dashboard explained. Endpoint 1 - Retrieving customer info based on an email address and phone number. Endpoint 2 - Retrieving orders based on an email address. Endpoint 3 - Retrieving order details based on an order number. Endpoint 4 - Searching based on a searchexpression.
ROBIN | ECOMMERCE CUSTOMER SERVICETHE PROGRAMPRICINGGROWTH SUITETEAMLOGINBLOGROBIN COMPANY BOSTONROBIN HOTELING SOFTWAREROBINROOM SCHEDULING
Today’s consumers expect hyper-personalised service conversations, in real-time, in any channel they choose. To deliver on that, companies first need to get their customer service house in order. With The ROBIN Program we help teams improve customer SLAs, work more efficiently, and start selling more. The Program includes aConversation
THE ROBIN PROGRAM
Welcome to the ROBIN Program. A Conversation Console complete with your own data warehouse and BI dashboards — plus datadriven Coaching that helps you improve SLAs, work more efficiently, and sell more, too. Down below is a run-through of some of the Console’s key features, plus a little insight into data-driven Coaching.PROGRAM PRICING
Program price€ 999 per month. Incl. 3 full-time Conversation Console users. Plus 6 collaboration users. Data warehouse, BI-views & coaching. We guarantee personal service every step of the way. Request demo. Price per additional full-time. Conversation Console user. €199 per month.
FIVE MANAGEMENT STYLES THAT BUILD HIGH PERFORMING CUSTOMERSERVANT LEADERSHIP CUSTOMER SERVICECUSTOMER SERVICE LEADER There are five distinct management styles that help build high-performing customer service teams. Read our blog and understand how they impact short-term results, and the building of a sustainable operation or download our free infographic. ROBOTS CAN’T CARE: HUMANS AND EMPATHY IN CUSTOMER SERVICE Robots Can’t Care: Humans and Empathy in Customer Service. After a look at how chatbots are doing on the empathy front, we share six tips to help your team have more empathic—and therefore more successful—service conversations. It’s not their fault. Despite the hype, robots just aren’t built to care. Empathy is not included. THE SEVEN ESSENTIAL CONFLICT RESOLUTION SKILLS FORCONFLICT MANAGEMENT IN CUSTOMER SERVICECONFLICT RESOLUTION STRATEGIESCONFLICT RESOLUTION TECHNIQUESCONFLICT RESOLUTION WORKSHEETSWHAT IS CONFLICT RESOLUTION Conflicts can’t be avoided, but they can be managed with agility and grace. As the seminal Harvard Business Review article ‘Stop Trying to Delight Your Customers’ showed, while people buy from you because of your product or brand, people most often leave because of poor customer service.. This is why conflict resolution skills are some of the most fundamental skills for every customer CUSTOMER SERVICE TRIAGE. WHO GETS THE FASTEST REPLY? Customer Service Triage. Who gets the fastest reply? “Triage is the process of determining the priority of patients' treatments based on the severity of their condition. This rations patient treatment efficiently when resources are insufficient for all to be treated immediately. The term comes from the French verb trier, meaning toseparate
THE STRATEGY OF CUSTOMER SERVICE CHANNELS STELLAService found phone and e-mail were the most preferred channels; in 2013 Forrester Research found that e-mail is the third most widely used channel with 58% of shoppers choosing it as their method of communication. Web chat has increased in popularity over time — adoption having risen from 30% to 43% between 2009 and 2012.It also has the second highest satisfaction rating after voice RELATIONAL SHOPPERS: THE BFF OF ANY ECOMMERCE STORE The business value of the Relational Shopper. “Relational Shoppers represent a smaller share of store traffic but a larger share of sales, higher closing ratios, higher average sales, and higher profit margins.”. – Wizard of Ads Case study. Transactional Shopper questions typically make up around 80% of your traffic, and theirquestions
ROBIN | ENDPOINT 1
Endpoint. The first endpoint has been designed to showcase the details of the customer. This endpoint gives the ROBIN Agent a general overview of who the person is and his history with the company. TheMinimum response
ROBIN | ECOMMERCE CUSTOMER SERVICETHE PROGRAMPRICINGGROWTH SUITETEAMLOGINBLOGROBIN COMPANY BOSTONROBIN HOTELING SOFTWAREROBINROOM SCHEDULING
Today’s consumers expect hyper-personalised service conversations, in real-time, in any channel they choose. To deliver on that, companies first need to get their customer service house in order. With The ROBIN Program we help teams improve customer SLAs, work more efficiently, and start selling more. The Program includes aConversation
THE ROBIN PROGRAM
Welcome to the ROBIN Program. A Conversation Console complete with your own data warehouse and BI dashboards — plus datadriven Coaching that helps you improve SLAs, work more efficiently, and sell more, too. Down below is a run-through of some of the Console’s key features, plus a little insight into data-driven Coaching.PROGRAM PRICING
Program price€ 999 per month. Incl. 3 full-time Conversation Console users. Plus 6 collaboration users. Data warehouse, BI-views & coaching. We guarantee personal service every step of the way. Request demo. Price per additional full-time. Conversation Console user. €199 per month.
FIVE MANAGEMENT STYLES THAT BUILD HIGH PERFORMING CUSTOMERSERVANT LEADERSHIP CUSTOMER SERVICECUSTOMER SERVICE LEADER There are five distinct management styles that help build high-performing customer service teams. Read our blog and understand how they impact short-term results, and the building of a sustainable operation or download our free infographic. ROBOTS CAN’T CARE: HUMANS AND EMPATHY IN CUSTOMER SERVICE Robots Can’t Care: Humans and Empathy in Customer Service. After a look at how chatbots are doing on the empathy front, we share six tips to help your team have more empathic—and therefore more successful—service conversations. It’s not their fault. Despite the hype, robots just aren’t built to care. Empathy is not included. THE SEVEN ESSENTIAL CONFLICT RESOLUTION SKILLS FORCONFLICT MANAGEMENT IN CUSTOMER SERVICECONFLICT RESOLUTION STRATEGIESCONFLICT RESOLUTION TECHNIQUESCONFLICT RESOLUTION WORKSHEETSWHAT IS CONFLICT RESOLUTION Conflicts can’t be avoided, but they can be managed with agility and grace. As the seminal Harvard Business Review article ‘Stop Trying to Delight Your Customers’ showed, while people buy from you because of your product or brand, people most often leave because of poor customer service.. This is why conflict resolution skills are some of the most fundamental skills for every customer CUSTOMER SERVICE TRIAGE. WHO GETS THE FASTEST REPLY? Customer Service Triage. Who gets the fastest reply? “Triage is the process of determining the priority of patients' treatments based on the severity of their condition. This rations patient treatment efficiently when resources are insufficient for all to be treated immediately. The term comes from the French verb trier, meaning toseparate
THE STRATEGY OF CUSTOMER SERVICE CHANNELS STELLAService found phone and e-mail were the most preferred channels; in 2013 Forrester Research found that e-mail is the third most widely used channel with 58% of shoppers choosing it as their method of communication. Web chat has increased in popularity over time — adoption having risen from 30% to 43% between 2009 and 2012.It also has the second highest satisfaction rating after voice RELATIONAL SHOPPERS: THE BFF OF ANY ECOMMERCE STORE The business value of the Relational Shopper. “Relational Shoppers represent a smaller share of store traffic but a larger share of sales, higher closing ratios, higher average sales, and higher profit margins.”. – Wizard of Ads Case study. Transactional Shopper questions typically make up around 80% of your traffic, and theirquestions
ROBIN | ENDPOINT 1
Endpoint. The first endpoint has been designed to showcase the details of the customer. This endpoint gives the ROBIN Agent a general overview of who the person is and his history with the company. TheMinimum response
THE ROBIN PROGRAM
Welcome to the ROBIN Program. A Conversation Console complete with your own data warehouse and BI dashboards — plus datadriven Coaching that helps you improve SLAs, work more efficiently, and sell more, too. Down below is a run-through of some of the Console’s key features, plus a little insight into data-driven Coaching.PROGRAM PRICING
Program price€ 999 per month. Incl. 3 full-time Conversation Console users. Plus 6 collaboration users. Data warehouse, BI-views & coaching. We guarantee personal service every step of the way. Request demo. Price per additional full-time. Conversation Console user. €199 per month.
MEET THE TEAM
We are easily approachable, passionate about eCommerce and love to inspire on personal service & sales. Contact anyone of us directly viaour team page.
GROWTH SUITE
What’s in the Growth suite? Advanced integrations and connections. Performance and productivity tools. Chatbot, automation and self-service solutions. Hands-on, data-driven problem-solving support from our wonderful team. Please contact our Sales department for prices of Growth Suite products. CUSTOMER SERVICE GUIDE ECOMMERCE If so, the ROBIN guide covers everything you need to know in one. practical guide — from the principles of great customer service, to setting strategy, building a profitable operation, and managing great conversations that will floor the competition. This Guide is also available as PDF. Download here. ECOMMERCE INTEGRATION eCommerce integration. The ROBIN eCommerce integration enables your team to deliver faster, more personal service experiences. It also boosts productivity, ROBOTS CAN’T CARE: HUMANS AND EMPATHY IN CUSTOMER SERVICE Robots Can’t Care: Humans and Empathy in Customer Service. After a look at how chatbots are doing on the empathy front, we share six tips to help your team have more empathic—and therefore more successful—service conversations. It’s not their fault. Despite the hype, robots just aren’t built to care. Empathy is not included. ARTIFICIAL INTELLIGENCE AND THE ECOMMERCE CUSTOMER SERVICE Many can understand and generate natural languages (speech and writing) too. These properly AI bots are mainly the territory of the big tech players (think Microsoft, Amazon, Apple and Google). We think Duplex, the AI behind Google Assistant, is a great example since itfunctions around a
THE THREE PRINCIPLES OF GREAT CUSTOMER SERVICE Chapter 1: The three principles of great customer service The Three Principles Of Great Customer Service. Building on the service gap model (SERVQUAL, if you would like to know more) and the data and insights from the Customer Contact Council, the Corporate Executive Board (great book here!), and others, we distilled all the insights down into three core principles of great customer service. ROBIN | DEVELOPERS DOCS ROBIN Dashboard explained. Endpoint 1 - Retrieving customer info based on an email address and phone number. Endpoint 2 - Retrieving orders based on an email address. Endpoint 3 - Retrieving order details based on an order number. Endpoint 4 - Searching based on a searchexpression.
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WELCOME TO THE
ROBIN PROGRAM
Pave the way for conversational commerce. Deliver outstanding service.Improve CX.
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ARE YOU READY FOR CONVERSATIONAL COMMERCE? Today’s consumers expect hyper-personalised service conversations, in real-time, in any channel they choose. To deliver on that, companies first need to get their customer service house in order. With The ROBIN Program we help teams improve customer SLAs, work more efficiently, and start selling more. The Program includes a Conversation Console linked to your own data warehouse, plus data-driven Coaching. Once you have service under control, our Growth suite helps you scale. Add more channels. Automate more. Boost performance. And start adapting to conversational commerce — step by step.Michiel Gaasterland
Chief Brand Officer
“Together, millennials and Generation Z now dominate the marketplace and the workplace. Real-time hyper-personalised conversational commerce is what they expect. And they’ll walk away if they don’t get it. At ROBIN, we help you get service under control, then start adapting to conversational commerce. It’s why we’re here.”trends white paper
CONVERSATION CONSOLE All questions, from all channels, in one easy-to-use console. No tickets. No queues. No drama. Advanced routing of questions to the right rep, all customer data displayed alongside. Features include dynamic webform and Live chat, customer co-browsing, automated win messages and much more. Managing service and sales conversations has never been easier.Learn more
Your browser does not support the video tag. DATA-DRIVEN COACHING You need data adapt to conversational commerce. It begins with getting a measurable grip of workload, improving SLAs. Sales contributions. This is why the Program includes your own data warehouse, BI data-views and service and operational KPI dashboards. Once a month, your expert coach will review your KPIs, and offer actionable advice to improve results.Learn more
INTRODUCING THE GROWTH SUITE Our Growth suite helps you scale customer service. Add more channels. Automate more. Boost performance. Start adapting to conversational commerce — step by step.Patrick Speijers
CEO
“By 2030, it’s likely that more than 1 Trillion global brand-consumer conversations will be generated each month! We believe that 95% of those conversations will handled by high-tech. The remaining 5%, by AI-augmented super-reps. Our mission is to help companies adapt to that world. Our Growth suite is how we will doit.”
CONSOLE MODULES
Automate conversations. Design and integrate chatbots. Gain insight into customer sentiment. Improve customer self-service. CUSTOMER SERVICE WALLBOARDS Real-time monitoring of team productivity, workload and Live Chat. Manage customer expectations. Motivate your team. COACHING & CONSULTING Hands-on help to improve resource planning, quality management, journey-mapping and more.Learn more
ROBIN RESEARCH & DEVELOPMENT Through The ROBIN Program we are helping set new standards in customer service delivery and management for more than 120 leading companies in the Netherlands, the US and UK. And we’re only just getting started. The companies that will thrive are those that will adapt to conversational commerce — and get the best out of both humans, data and technology. As a result, we’re working continually on projects in robotic process automation, augmented intelligence, machine learning, virtual and mixed reality. Only by staying on top of our game can we help you stay on top ofyours.
Contact us to find out more.EXPLORE OUR BLOG
INTEGRATING WHATSAPP BUSINESS INTO YOUR CUSTOMER SERVICE TECHNOLOGYSUITE
ARTIFICIAL INTELLIGENCE AND THE ECOMMERCE CUSTOMER SERVICE CONVERSATION: WHAT NOT TO BOT! ROBIN CONNECTION WITH MAGENTO 2: COMPLETE, FULLY ADJUSTABLE AND EASILYIMPLEMENTABLE
Check our blog
JOIN 120+ LEADING ECOMMERCE BRANDSNadine Neatrour
eCommerce Director
“ ROBIN’s Conversation Console is exactly what we need to make the lives of our service team easier than ever. And the Performance Plan offers us the data, tools and guidance to build our customer service performance — giving our customers the kind of experience they trulydeserve. ”
Read more
Wouter de Vries
Owner
“ At YourSurprise we are all about giving our customers the attention they need to pick a unique gift. ROBIN has got that same DNA. As a tool ROBIN enables us to provide fast and personal service across all channels. As a partner, ROBIN helps us make sense of data and continuously up our customer service game. ”Nadine Neatrour
eCommerce Director
“ ROBIN’s Conversation Console is exactly what we need to make the lives of our service team easier than ever. And the Performance Plan offers us the data, tools and guidance to build our customer service performance — giving our customers the kind of experience they trulydeserve. ”
Read more
Wouter de Vries
Owner
“ At YourSurprise we are all about giving our customers the attention they need to pick a unique gift. ROBIN has got that same DNA. As a tool ROBIN enables us to provide fast and personal service across all channels. As a partner, ROBIN helps us make sense of data and continuously up our customer service game. ”Nadine Neatrour
eCommerce Director
“ ROBIN’s Conversation Console is exactly what we need to make the lives of our service team easier than ever. And the Performance Plan offers us the data, tools and guidance to build our customer service performance — giving our customers the kind of experience they trulydeserve. ”
Read more
Wouter de Vries
Owner
“ At YourSurprise we are all about giving our customers the attention they need to pick a unique gift. ROBIN has got that same DNA. As a tool ROBIN enables us to provide fast and personal service across all channels. As a partner, ROBIN helps us make sense of data and continuously up our customer service game. ”‹›
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