klantsservice

Klantsservice, often written as klantenservice in Dutch, refers to the function within an organization that helps customers before, during, and after a purchase. Its primary aim is to resolve inquiries, address complaints, process orders, provide information, and thereby maintain customer satisfaction and loyalty. The scope typically includes phone and email support, live chat, social media, self-service portals, and sometimes in-person assistance.

Operatively, klantsservice relies on teams of customer service agents, supervisors, and managers supported by systems such as customer relationship management (CRM), ticketing platforms, and knowledge bases. Core processes include intake of requests, triage and routing to the appropriate channel or agent, escalation when needed, and resolution followed by post-contact follow-up. Common performance metrics encompass customer satisfaction (CSAT), first contact or first resolution rate, net promoter score (NPS), average handling time (AHT), and adherence to service level agreements (SLA).

In practice, klantsservice is part of a broader customer experience strategy and interacts with sales, marketing, product development, and IT. Quality assurance, ongoing training, and knowledge management are essential to maintain consistent service levels. Compliance with privacy and data protection requirements, such as applicable data handling laws, is also a key consideration.

Trends in the field include the shift to omnichannel support, integrating communications across channels, and increasing use of automation and AI-powered chatbots and self-service tools. Organizations focus on proactive service, efficiency through workflow optimization, and sustaining employee well-being in a distributed or hybrid work environment, all while striving to meet rising customer expectations.