Blog Insocial

In a time when customers have increasingly high expectations of the service they receive, companies are forced to continually improve and evolve their approach to customer service. This applies not only to providing quick solutions but also to ...

Workload is a much-discussed topic in organizations, often seen as a threat with little control. In this article, we break down the complexity into common challenges. After all, workload is rarely the result of just one cause, but rather a ...

Each generation has grown up with different technologies and social movements. Knowing these differences and understanding preferred channels is an important part of CX strategy. What exactly are the preferred channels of each generation, and how ...

Different Key Performance Indicators (KPI’s) can be used to measure customer satisfaction. Probably you already know a few, such as the Net Promoter Score (NPS) or the Customer Satisfaction Score (CSAT). In this article we will tell you more about ...

More and more organizations are deploying a chatbot to support their service department. A chatbot is in fact good at handling recurring questions. They can handle about 80% of common questions. This saves the service staff an enormous amount of ...

In the world of customer contact and customer experience CSAT is a well-known concept. It is a KPI that measures how satisfied your customer is with a product, service or a specific moment in the customer journey. But why is this so important? And ...