Multilingual customer service hub: 10 operational best practices for high performance
Hiring native speakers is no longer enough to guarantee a consistent international customer experience. From linguistic routing to cultural intelligence, hub performance depends on a rigorous operational structure capable of preventing satisfaction disparities across markets. Drawing on its expertise across 5 countries and more than 20 languages, Armatis shares the 10 essential pillars for turning […]
How to Build an Effective Omnichannel Customer Service Strategy
From simple multichannel presence to a unified customer experience: key steps to connect your channels, engage your teams, and drive performance. Share on Building an effective omnichannel customer service strategy requires 6 steps: auditing your current channels, unifying your data and identifying silos, designing seamless customer journeys, integrating an omnichannel platform with your CRM, training […]
Should AI Decide What Your Customers Can Buy? A Strategic Issue for Marketplaces
Share on Taking into account the context of the Digital Services Act (DSA), false positives, and over-moderation: how marketplaces strike the right balance between AI and human judgment. Insights from Stéphanie Akriche, Armatis Head of International Sales. Table of contents Every marketplace that scales beyond a certain volume ends up facing the same inflection point: […]
Silent Churn: When Your Customer Disappears Without Complaining
5 out of 26 dissatisfied customers never complain. They leave. Here is what silent churn is, how to detect it, and why your outsourced customer service is your strongest weapon to get ahead of it. Share on Table of contents Silent churn refers to the phenomenon by which a dissatisfied customer gradually stops engaging with […]
Multilingual Customer Service Outsourcing: Your Competitive Edge
76% of your customers prefer to shop in their own language. Here’s what that means for your customer service. Share on Table of contents Outsourcing multilingual customer service is no longer reserved for large enterprises. It is now one of the most direct levers for entering new markets, reducing international churn, and turning customer experience […]
How a leading marketplace structures its omnichannel customer support with Armatis
Ensuring accessibility, transaction security and user satisfaction on a high-traffic B2B and B2C platform. Results Quality of service A level maintained continuously through stable teams, in-depth training and daily performance management. 0 % Customer satisfaction CSAT measured directly after each interaction, reflecting the quality experienced by end users. 0 % Response time under 10 hours […]
Social commerce: what TikTok Shop changes for your CX
Social commerce: your customers are buying on TikTok. Now what? TikTok Shop, affiliate creators, live shopping: social commerce is redrawing the European purchasing journey. What your marketing, sales and customer service teams need to change — now. Share on Table of contents Social commerce is no longer a trend to monitor. It is a structural […]
Contextual Intelligence: How AI Is Finally Moving from Automation to Real Personalization
The rise of generative AI fueled enormous expectations: hyperpersonalization, seamless interactions, instant resolutions. Share on Table of contents Consumers are more demanding than ever, and the gap between AI’s promises and on-the-ground reality persists. A quiet revolution is underway. To perform in 2026, organizations must take a decisive step: move beyond simple automation toward genuine […]
Why Your Customers Hate Repeating Themselves, and What It’s Really Costing You
hird call. Same delivery problem. Third time telling the whole story from scratch. At that exact moment, you’re not losing a customer, you’re pushing them out the door. Share on Table of contents Third call. Same delivery problem. Third time telling the whole story from scratch. At that exact moment, you’re not losing a customer, […]
How to Successfully Transition to an Outsourced Customer Service Model: A Step-by-Step Guide
Before any training or knowledge transfer begins, the project itself must be structured. Share on Table of contents Deciding to outsource your customer service is one thing. Successfully managing the transition is another. The handover phase — between signing with your provider and reaching stable, fully operational performance — is the riskiest period of the […]
