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: […]
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 […]
Customer Service Outsourcing in Retail and E-Commerce: Challenges and Best Practices
Brands and online merchants have everything to gain from a specialist BPO partner — provided they choose the right one. Share on Table of contents Retail and e-commerce are among the most demanding sectors for outsourced customer service. High volumes, sharp seasonality, multichannel complexity, and uncompromising expectations around speed: brands and online merchants have everything […]
5 levers to deliver an outstanding customer experience during peak season
5 levers to deliver an outstanding customer experience during peak season Black Friday, sales, holiday rush. What if your busiest times became your best loyalty drivers? Share on High season in e-commerce, whether before the holidays, during discount periods or Black Friday, often feels like organized chaos. But it is also a make-or-break moment for […]
How an e-commerce giant quadrupled customer satisfaction with Armatis
The Context An international marketplace, experiencing explosive growth and millions of active users with thousands of daily transactions, faced several strategic challenges: A sharp and constant rise in customer requests High-volume, time-consuming moderation needs Tightened security requirements to prevent fraud Extremely high user expectations for fast and high-quality responses A reputational risk to manage with […]