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 […]
What Is a Good CSAT Score? Discover Your Industry Benchmarks
Share on You measure customer satisfaction with CSAT, but one question persists: is my score really good? Between raw numbers, industry averages, and result analysis, knowing where you stand isn’t always easy. This article helps decode your CSAT score, benchmark it against industry standards, and analyze it for concrete improvement actions. Sommaire: Sommaire: What Makes a Good […]
How a B2C Auto Finance Player Grows Its Insurance Portfolio – Armatis Case Study
How a B2C Auto Finance Player Grows Its Insurance Portfolio The Context A major player in consumer auto financing wanted to grow complementary insurance sales while securing customer relationships with individuals.Since 2017, it has relied on Armatis to operate a system covering sales, retention, and back-office management. Results of files processed with argued contact, ensuring […]
5 Levers to Successfully Transition to Omnichannel Customer Service
5 Levers to Successfully Transition to Omnichannel Customer Service Share on Customers no longer think in “channels.” They naturally navigate from web to phone, chat to social media, expecting brands to do the same without hiccups or memory lapses. For them, there’s only one company, which should recognize them everywhere. Yet for many organizations, moving […]
Armatis Renews ISO 18295-1 Certification: Concrete Guarantee of Performance and Reliability for Clients
Armatis reaches a new milestone in its continuous improvement journey by successfully renewing its ISO 18295-1 certification, the international reference standard dedicated to customer contact centers. Within the framework of its continuous improvement approach, Armatis has successfully renewed its ISO 18295-1 certification “Customer Contact Centers”. This international standard, a benchmark in the customer relations sector, […]
Securing Buy Now Pay Later Debt Recovery Without Damaging Brand Image
Le Contexte Installment payments have become a standard in modern e-commerce. Yet behind this apparent simplicity lies a major challenge: managing unpaid debts without damaging customer relationships. For several years, a major player in Buy Now Pay Later (BNPL) and consumer credit has entrusted Armatis with its entire amicable and pre-litigation debt recovery operations. Résultats […]
