E-commerce: Anticipate seasonal peaks without compromising service quality
Seasonal peaks don’t happen by chance. Between anticipation, tools, training, and agility, discover how preparation—and the right partner—can turn pressure into sustainable performance. Share: The holiday rush, summer sales, Black Friday, back-to-school season… Every year, these key moments shape the e-commerce calendar. And every year, they bring the same challenge: how to handle massive increases […]
Black Friday: Turn your customer relationships into a growth engine
Black Friday: Turn your customer relationships into a growth engine Black Friday is no longer won with discounts alone. It’s won through experiences. In a saturated market, turning customer relations into a real strategic weapon can transform every interaction into a sales opportunity. Share: Black Friday has evolved beyond a storm of promotions. It’s now […]
Banking, Insurance, E-commerce, Public Sector: Why the Most Demanding Industries Outsource Customer Care
Share: In sectors where every interaction matters, missing a call, email, or message can cost far more than just a lost opportunity, it can impact reputation, customer loyalty, or even regulatory compliance. Facing these stakes, leading companies adopt a clear strategy: outsourcing their customer relationship management. But this is not simply about delegating to cut […]
NPS, CES, CSAT… Which Customer Experience Metrics Should You Choose?
Explore the essential indicators – NPS, CES, and CSAT – to measure and optimize customer experience. Learn how to use them effectively to build loyalty and boost business performance. Share on Table of contents NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score) each measure a different dimension of customer experience: […]
How a European group revitalized its NPS and unified its multilingual customer service with Armatis
Context A European retail and fashion group chose Armatis to redesign the customer experience for its premium brands operating across several European markets. The starting point was delicate, with very low customer satisfaction levels threatening the group’s brand image. The collaboration began with a single brand. Thanks to rapid and tangible improvements, the partnership naturally expanded to include other brands in the portfolio. Key results in the first months […]
7 reasons to outsource your customer service to gain agility and performance
Control your costs, optimize your service, and boost your operational performance. Share: In today’s increasingly competitive market, customer service quality has become a key differentiator for businesses. Yet, managing customer service in-house can quickly turn into a complex and expensive challenge. That’s why many companies are choosing to outsource their customer service. More than just […]
Is your customer service surviving the summer?5 strategies to turn the season into an opportunity
When vacations put your customer relationships to the test Share: Imagine it’s 4 PM on a Friday in August. your team is stretched thin because of vacations and suddenly swamped with calls. the air conditioning hums weakly as tension rises, and your most loyal customer has been patiently waiting on the phone for 25 minutes. […]
How to organize your customer service in summer: A complete guide
5 tips for maintaining service quality while supporting your teams | optimizing customer service during the summer season Share Seasonal activity spikes, and consistently high customer expectations, maintaining optimal service levels requires careful planning. Reading this in the middle of summer? No worries! While some tips require advance preparation, many solutions can be implemented immediately […]
Customer Experience: Is AI the Only Thing That Matters?
The start of a new year is always a good time for reflection and forward thinking. One of the key promises of 2024 has largely been fulfilled: the widespread experimentation with AI in everyday business operations—for both customers and employees. This has been a time to explore, form opinions, and even undergo significant transformation. In […]
Client service? Importance of the service and customers’ major expectations
The latest EY study, “Barometer of the economic, social and territorial impacts of contact centres in France – 2022 Edition” informs us that 78% of French citizens contacted a customer service in 2021. Accessible by email, telephone, messaging, social networks, etc. The customer service fills a major need: exchanges with advisors ready to inform and […]
