Omnichannel Customer Service: Create a Seamless Customer Experience
Omnichannel Customer Service:Create a Seamless Customer Experience Delivering a fluid and consistent experience across all channels has become a major challenge for customer-centric brands. Share Imagine this now-common scenario: a customer contacts you via Instagram in the morning with a product question, continues the conversation via live chat on your website at noon, then finalizes […]
Live Chat and Conversational AI: The Complete Guide to Transforming Your Customer Relationship
This guide gives you the keys to building a successful chat strategy—from human-AI hybridization to the optimization of your customer journeys. Share In a context where 72% of customer interactions now take place through digital channels (compared with just 11% in 2017), live chat has become a powerful differentiator. But between technology and human connection, […]
First-Time Customer Service Outsourcing: How to Maintain Control and Performance
Share on Outsourcing customer service for the first time is a major strategic milestone for any organization. This decision often brings both excitement and caution: How can you ensure a high-quality customer experience? How do you maintain strong operational control and performance oversight? How can you be sure your partner truly shares your culture, values, […]
How to Improve Your CSAT: 10 Actionable Levers You Can Activate Today
Share on Your CSAT score is stuck at 65% while your competitors proudly display 80%? You’re not alone. Thousands of companies hit the same ceiling, convinced that boosting customer satisfaction takes months of transformation and a huge budget. The truth? It doesn’t. I’ve helped dozens of teams increase their CSAT by 15 to 20 points […]
How a Leading Media Group Boosted Panelist Engagement and Retention
How a Leading Media Group Boosted Panelist Engagement and Retention Context A major player in audience measurement wanted to improve perceived service quality among its panelists and secure the reliability of its data. Industry Media Scope & Channels Surveys, Technical Support Results Improved participation continuity thanks to faster resolution of first‑level incidents. Increased perceived quality […]
What Is CSAT and How Do You Measure It? The Complete Guide
Share on By We live in an era of immediacy and complete transparency A dissatisfied customer no longer keeps frustration to themselves. They share it with thousands of people in a few clicks. Customers now expect quality standards similar to those found in healthcare, where transparent communication and empathy have become the norm. Unlike other […]
How a B2B Healthcare Provider Secured Its End to End Customer Journey
Context A B2B healthcare provider needed to renew a large equipment fleet, maintain service quality, and support professional users across the entire value chain, including assistance, after‑sales service, renewal, and commissioning.This operation required a precise commercial approach designed to preserve the existing portfolio, along with proven multichannel coordination. Results Industrialized quality trajectory supported by targeted […]
How a Bank Generated 25% Additional Revenue by Activating Its Customer Portfolio
Context For more than ten years, a major consumer finance institution has relied on Armatis to manage its outbound commercial calling campaigns focused on revolving credit.The goal is to activate unused credit reserves, reconnect with inactive or dormant customers, and convert these contacts into additional revenue while maintaining a high‑quality customer experience and full compliance. […]
E-commerce: Your Loyal Customers Are Worth 14x More (Here’s How to Keep Them)
E-commerce: Your loyal customers are worth 14 times more (here’s how to keep them) Share on Here’s the eye-opening stat every e-commerce leader needs to hear: A truly satisfied customer generates 2.6 times more revenue than one who’s just “content.” And 14 times more than a dissatisfied one. This isn’t linear growth—it’s exponential. In online […]
Post-holiday returns: 3 Strategies to Retain Customers Through Returns Management
The success of an e-merchant is determined during the holiday season, but its reputation is forged in January. Share on After Black Friday euphoria and holiday gift rush, e-commerce faces inevitable massive returns wave. Carriers estimate returns volume jumps 25% to 50%+ early January vs. normal month. Many brands see this as cost, loss, logistics failure. Wrong […]
