Marisia Janssen — Customer Support, Success & Experience

What I doWat ik doeO que faço

Three ways I make customer teams better.Drie manieren waarop ik klantteams beter maak.Três formas de melhorar times de atendimento.

Support quality & operationsSupportkwaliteit & operatieQualidade & operação em suporte

Tighten workflows, routing, and QA so teams stay fast without losing the human touch. I've held QA scores above 98% and kept handle times low at marketplace scale.Workflows, routing en QA aanscherpen zodat teams snel blijven zonder de menselijke maat te verliezen. Ik hield QA-scores boven de 98% en de afhandeltijden laag op marktplaatsschaal.Ajusto fluxos, roteamento e QA para que os times continuem rápidos sem perder o lado humano. Já mantive notas de QA acima de 98% e tempos de atendimento baixos em escala de marketplace.

Team leadership & coachingTeamleiding & coachingLiderança & desenvolvimento de times

Coaching, training, and quality programs that help support people grow more confident. I've led a distributed team of 13 to top ranking across three teams.Coaching, training en kwaliteitsprogramma's die supportmedewerkers zelfverzekerder maken. Ik leidde een verspreid team van 13 naar de eerste plaats van drie teams.Coaching, treinamento e programas de qualidade para ajudar pessoas de suporte a ganharem mais confiança. Liderei um time remoto de 13 pessoas até o primeiro lugar entre três equipes.

CX insight & improvementCX-inzicht & verbeteringInsights & melhoria de CX

Spotting the patterns behind recurring tickets and turning them into feedback Product, Tech, and Operations teams can actually act on, including localisation that grows whole markets.De patronen achter terugkerende tickets herkennen en omzetten in feedback waar Product-, Tech- en Operations-teams echt iets mee kunnen, inclusief lokalisatie die hele markten laat groeien.Identifico os padrões por trás de tickets recorrentes e transformo isso em feedback que Produto, Tech e Operações conseguem usar de verdade, incluindo localização capaz de fazer mercados inteiros crescerem.

How I can helpHoe ik kan helpenComo posso ajudar

What I can do for your customers.Wat ik voor jouw klanten kan doen.O que posso fazer pelos seus clientes.

Grounded in my Professional Diploma in Customer Experience and thirteen years on the front line, here is the work I take on.Gebaseerd op mijn Professional Diploma in Customer Experience en dertien jaar in de praktijk, dit is het werk dat ik oppak.Com meu Professional Diploma em Customer Experience e treze anos na linha de frente, esses são os projetos em que posso ajudar.

✓

Map and redesign the customer journeyDe customer journey in kaart brengen en herontwerpenMapear e redesenhar a jornada do cliente

Walk your customer's real path end to end, find the friction points, and redesign the touchpoints that quietly cost you satisfaction and loyalty.Loop de echte route van je klant van begin tot eind, vind de wrijvingspunten, en herontwerp de momenten die stilletjes tevredenheid en loyaliteit kosten.Entender a jornada real do cliente de ponta a ponta, encontrar pontos de atrito e redesenhar os momentos que, sem fazer barulho, custam satisfação e fidelidade.

✓

Reduce customer effort across channelsKlantinspanning verlagen over alle kanalenReduzir o esforço do cliente em todos os canais

Make it easy to do business with you, with consistent support across email, chat, and phone, and the right balance of human help and automation.Maak het makkelijk om zaken met je te doen, met consistente support via e-mail, chat en telefoon, en de juiste balans tussen menselijke hulp en automatisering.Facilitar a vida do cliente, com suporte consistente por e-mail, chat e telefone, e o equilíbrio certo entre atendimento humano e automação.

✓

Train and coach support teams to lift CSATSupportteams trainen en coachen om CSAT te verhogenTreinar e orientar times de suporte para aumentar o CSAT

Hands-on coaching, QA scoring, and practical techniques that raise satisfaction scores and build a team that stays calm and confident under pressure.Praktische coaching, QA-scoring en technieken die tevredenheidsscores verhogen en een team bouwen dat kalm en zelfverzekerd blijft onder druk.Coaching prático, avaliação de QA e técnicas que aumentam a satisfação e ajudam o time a se manter calmo e confiante sob pressão.

✓

Set up CX measurement that drives actionCX-metingen opzetten die tot actie leidenCriar métricas de CX que viram ação

Pick the metrics that actually matter (CSAT, NPS, CES, Voice of Customer) and turn them into changes the whole business acts on, not numbers in a dashboard.Kies de meetwaarden die er echt toe doen (CSAT, NPS, CES, Voice of Customer) en vertaal ze naar veranderingen waar de hele organisatie iets mee doet, geen cijfers in een dashboard.Escolher as métricas que realmente importam (CSAT, NPS, CES, Voz do Cliente) e transformá-las em mudanças que a empresa inteira consegue colocar em prática, não só em números bonitos no dashboard.

✓

Build the business case for CXDe business case voor CX opbouwenConstruir o business case de CX

Prove the return on customer experience and win leadership buy-in, so CX gets the investment and attention it needs to move.Bewijs de opbrengst van customer experience en win draagvlak bij leiderschap, zodat CX de investering en aandacht krijgt die het nodig heeft.Mostrar o retorno da experiência do cliente e conquistar apoio da liderança, para que CX receba o investimento e a atenção que merece.

✓

Embed a customer-first cultureEen klant-eerst-cultuur verankerenFortalecer uma cultura customer-first

Define a clear customer promise and help every team live it, so great experience isn't down to one person, it's how the company works.Formuleer een heldere klantbelofte en help elk team die waar te maken, zodat goede experience niet aan één persoon hangt maar in de hele organisatie zit.Definir uma promessa clara para o cliente e ajudar cada time a cumprir essa promessa, para que uma boa experiência não dependa de uma pessoa só, mas vire o jeito da empresa trabalhar.

✓

Improve employee experience, not just the customer'sVerbeter ook de medewerkersbeleving, niet alleen die van de klantMelhorar a experiência de quem atende, não só de quem compra

Happy, supported agents create happy customers. I help build the coaching, empowerment, and culture that make support a role people want to stay in, the staff-experience side of CX.Blije, gesteunde medewerkers maken blije klanten. Ik help met de coaching, het empoweren en de cultuur die support een rol maken waar mensen willen blijven, de medewerkerskant van CX.Pessoas bem apoiadas atendem melhor. Ajudo a construir coaching, autonomia e cultura para que o suporte seja um lugar onde as pessoas queiram ficar, porque a experiência do colaborador também faz parte do CX.

✓

Align how teams and customers communicate across culturesCommunicatie afstemmen over culturen heenAlinhar a comunicação entre culturas

Directness, feedback, and trust look different in every market. I have supported customers globally, including Europe, Brazil, Asia, and the USA, and managed teams across cultures. I help global teams read those differences and adapt, so messages land the way they're meant to.Directheid, feedback en vertrouwen zien er in elke markt anders uit. Ik heb klanten wereldwijd ondersteund, waaronder in Europa, Brazilië, Azië en de VS, en teams uit verschillende culturen aangestuurd. Ik help wereldwijde teams die verschillen te herkennen en zich aan te passen, zodat boodschappen overkomen zoals bedoeld.Franqueza, feedback e confiança são diferentes em cada mercado. Atendi clientes no mundo todo, incluindo Europa, Brasil, Ásia e Estados Unidos, e também liderei equipes de diferentes culturas. Ajudo equipes globais a perceber essas diferenças e se adaptar, para que as mensagens cheguem como deveriam.

Support health self-checkSupport health zelfcheckAutoavaliação da saúde do suporte

How healthy is your support?Hoe gezond is jouw support?Quão saudável está o seu suporte?

Answer six quick questions and get a rough read on where your support is strong, where it may be leaking customer trust, and which kind of CX work would help most.Beantwoord zes korte vragen en krijg een ruwe indruk van waar je support sterk is, waar klantvertrouwen misschien weglekt, en welk CX-werk het meest zou helpen.Responda seis perguntas rápidas e veja, de forma simples, onde seu suporte está forte, onde pode estar perdendo a confiança do cliente e que tipo de trabalho de CX faria mais diferença.

Tiny audit, useful clues.Kleine audit, bruikbare signalen.Mini auditoria, pistas úteis.
This is not meant to be a perfect diagnosis. It is a conversation starter, the little CX thermometer before the deeper work.Dit is geen perfecte diagnose. Het is een gespreksstarter, de kleine CX-thermometer vóór het diepere werk.Não é um diagnóstico perfeito. É um ponto de partida, tipo um termômetro de CX antes de uma análise mais profunda.

Question 1 of 6Vraag 1 van 6Pergunta 1 de 6

How quickly do customers usually get a first reply?Hoe snel krijgen klanten meestal een eerste reactie?Em quanto tempo os clientes costumam receber a primeira resposta?

Question 2 of 6Vraag 2 van 6Pergunta 2 de 6

Do you measure how customers feel after support?Meet je hoe klanten zich voelen na support?Vocês medem como o cliente se sente depois do atendimento?

Question 3 of 6Vraag 3 van 6Pergunta 3 de 6

Does customer feedback reach Product, Tech, or Operations?Komt klantfeedback bij Product, Tech of Operations terecht?O feedback dos clientes chega em Produto, Tech ou Operações?

Question 4 of 6Vraag 4 van 6Pergunta 4 de 6

Can your team spot repeated issues before they become bigger?Kan je team herhaalde issues herkennen vóór ze groter worden?Seu time consegue identificar problemas recorrentes antes que eles cresçam?

Question 5 of 6Vraag 5 van 6Pergunta 5 de 6

How consistent is the experience across channels?Hoe consistent is de ervaring over kanalen heen?A experiência é consistente entre os canais?

Question 6 of 6Vraag 6 van 6Pergunta 6 de 6

Do agents have the tools, coaching, and confidence to do great work?Hebben agents de tools, coaching en het vertrouwen om goed werk te doen?Os agentes têm ferramentas, coaching e confiança para fazer um bom trabalho?

Your scoreJouw scoreSua pontuação 0/18

Talk through my resultBespreek mijn resultaatConversar sobre o meu resultado

AI for CXAI voor CXIA para CX

And AI, where it actually helps.En AI, waar het echt helpt.E IA, quando ela realmente ajuda.

I'm certified in AI for Customer Experience, and I'm practical about it: use AI to take weight off your team and speed things up, while keeping a human in the loop wherever it matters.Ik ben gecertificeerd in AI for Customer Experience, en ik ben er praktisch in: zet AI in om je team te ontlasten en dingen te versnellen, terwijl er een mens in de lus blijft waar dat telt.Sou certificada em IA para Customer Experience e tenho uma visão bem prática: usar IA para aliviar a carga do time e acelerar o trabalho, mantendo uma pessoa no circuito sempre que isso fizer diferença.

⚡

Smart triage and routingSlimme triage en routingTriagem e roteamento inteligentes

Automatically classify and route incoming tickets so the right person picks them up faster, and nothing sits in the wrong queue.Inkomende tickets automatisch classificeren en routeren zodat de juiste persoon ze sneller oppakt, en niets in de verkeerde wachtrij blijft hangen.Classificar e rotear tickets automaticamente para que a pessoa certa atenda mais rápido e nada fique parado na fila errada.

✍

Assisted replies and macrosOndersteunde antwoorden en macro'sRespostas assistidas e macros

AI-drafted responses your agents review and send, cutting handle time while keeping the warmth and judgement only a person brings.Door AI opgestelde antwoorden die je medewerkers controleren en versturen, wat de afhandeltijd verkort terwijl de warmte en het oordeel van een mens behouden blijven.Respostas sugeridas por IA, revisadas e enviadas pelos agentes, para reduzir o tempo de atendimento sem perder o calor humano e o bom senso que só uma pessoa traz.

📊

Patterns at scalePatronen op schaalPadrões em escala

Use AI to tag and cluster thousands of tickets, surfacing the recurring issues and root causes no one could spot by hand.Gebruik AI om duizenden tickets te taggen en te clusteren, en zo de terugkerende problemen en grondoorzaken zichtbaar te maken die niemand handmatig zou vinden.Usar IA para marcar e agrupar milhares de tickets, revelando problemas recorrentes e causas-raiz que seriam difíceis de encontrar manualmente.

💬

Smarter self-serviceSlimmere selfserviceAutoatendimento mais inteligente

Better help-center search and chat for the simple, repetitive questions, with a clean handover to a human the moment it gets complex.Betere helpcenter-zoekfunctie en chat voor de simpele, herhalende vragen, met een soepele overdracht naar een mens zodra het complex wordt.Melhorar a busca na central de ajuda e o chat para perguntas simples e repetitivas, com uma passagem clara para uma pessoa assim que o assunto ficar complexo.

The goal is never to replace the human side of support. It's to give your team more time for the conversations that actually need them.Het doel is nooit om de menselijke kant van support te vervangen. Het is om je team meer tijd te geven voor de gesprekken die hen echt nodig hebben.O objetivo nunca é substituir o lado humano do suporte. É dar ao time mais tempo para as conversas que realmente precisam de gente.

Selected workGeselecteerd werkTrabalhos selecionados

A few things I changed.Een paar dingen die ik veranderde.Algumas coisas que ajudei a mudar.

Experience

Localising support that grew a whole marketSupport lokaliseren en zo een hele markt laten groeienLocalizar o suporte e ajudar um mercado inteiro a crescer

SituationSituatieSituação

As the primary point of contact for Brazilian users on a dating app with 3.8M daily active users, I saw engagement held back by English-only support.Als eerste aanspreekpunt voor Braziliaanse gebruikers op een datingapp met 3,8 miljoen dagelijks actieve gebruikers zag ik dat engagement werd geremd door support die alleen in het Engels was.Como principal ponto de contato dos usuários brasileiros em um app de relacionamento com 3,8 milhões de usuários ativos por dia, percebi que o engajamento era limitado por um suporte disponível apenas em inglês.

What I didWat ik deedO que fiz

Localised both our support and the Zendesk Help Center into Portuguese. The results were strong enough that I was flown to LA to present the approach to the wider team.Lokaliseerde zowel onze support als het Zendesk Help Center naar het Portugees. De resultaten waren zo sterk dat ik naar LA werd gevlogen om de aanpak aan het bredere team te presenteren.Localizei o suporte e a Central de Ajuda do Zendesk para o português. Os resultados foram tão fortes que fui para Los Angeles apresentar a abordagem para o time global.

What changedWat er veranderdeO que mudou

Localisation lifted engagement among Brazilian users and became a model for how the company thought about support in new markets.Lokalisatie verhoogde de engagement onder Braziliaanse gebruikers en werd een voorbeeld voor hoe het bedrijf over support in nieuwe markten dacht.A localização aumentou o engajamento dos usuários brasileiros e virou um exemplo de como a empresa passou a pensar suporte em novos mercados.

LeadershipLeidingLiderança

Leading a remote team to the topEen remote team naar de top leidenLevar um time remoto ao topo

SituationSituatieSituação

Took ownership of a distributed team of 13 customer service reps, responsible for coaching, training, mentoring, and career planning.Nam de leiding over een verspreid team van 13 klantenservicemedewerkers, verantwoordelijk voor coaching, training, mentoring en loopbaanplanning.Assumi a liderança de um time remoto com 13 pessoas, cuidando de coaching, treinamento, mentoria e desenvolvimento de carreira.

What I didWat ik deedO que fiz

Built efficient workflow processes, ran a QA scoring program, coached new members on service technique, and monitored daily productivity.Bouwde efficiënte workflowprocessen, voerde een QA-scoringprogramma, coachte nieuwe medewerkers op servicetechniek en volgde de dagelijkse productiviteit.Criei fluxos mais eficientes, conduzi um programa de QA, treinei novos membros em técnicas de atendimento e acompanhei a produtividade do dia a dia.

What changedWat er veranderdeO que mudou

The team ranked top out of three, and people grew more confident handling complex problems on their own.Het team eindigde als eerste van drie, en mensen werden zelfverzekerder in het zelfstandig oplossen van complexe problemen.O time ficou em primeiro lugar entre três equipes, e as pessoas ganharam mais confiança para resolver problemas complexos por conta própria.

Support

Fast, human support at marketplace scaleSnelle, menselijke support op marktplaatsschaalSuporte rápido e humano em escala de marketplace

SituationSituatieSituação

Supported a creative marketplace with over 8 million active users, where both speed and warmth mattered to a large community.Ondersteunde een creatieve marktplaats met meer dan 8 miljoen actieve gebruikers, waar zowel snelheid als warmte belangrijk waren voor een grote community.Atendi um marketplace criativo com mais de 8 milhões de usuários ativos, onde rapidez e atendimento humano faziam diferença para uma comunidade enorme.

What I didWat ik deedO que fiz

Resolved inquiries within the first 24 hours and kept average handle time under 7 minutes while still building genuine community.Loste vragen binnen de eerste 24 uur op en hield de gemiddelde afhandeltijd onder de 7 minuten, terwijl ik toch een echte community opbouwde.Resolvi solicitações nas primeiras 24 horas e mantive o tempo médio de atendimento abaixo de 7 minutos, sem perder a proximidade com a comunidade.

What changedWat er veranderdeO que mudou

Customers got prompt, efficient service without it ever feeling automated or rushed.Klanten kregen snelle, efficiënte service zonder dat het ooit geautomatiseerd of gehaast aanvoelde.Os clientes recebiam um atendimento ágil e eficiente, sem parecer automático ou apressado.

Support · currentSupport · nuSuporte · atual

Turning ticket patterns into product changeTicketpatronen omzetten in productverbeteringTransformar padrões de tickets em melhorias de produto

SituationSituatieSituação

At Sendcloud I support e-commerce businesses across Europe on shipping, delivery, and integration issues (Shopify, WooCommerce, Magento, custom APIs) via Zendesk.Bij Sendcloud ondersteun ik e-commercebedrijven door heel Europa bij verzend-, bezorg- en integratievraagstukken (Shopify, WooCommerce, Magento, custom API's) via Zendesk.Na Sendcloud, atendo empresas de e-commerce em toda a Europa com dúvidas sobre envio, entrega e integrações (Shopify, WooCommerce, Magento, APIs personalizadas) pelo Zendesk.

What I didWat ik deedO que fiz

Analysed patterns across tickets to find recurring root causes, then shared structured feedback with Product, Tech, and Carrier teams to fix them upstream.Analyseerde patronen in tickets om terugkerende grondoorzaken te vinden en deelde gestructureerde feedback met Product-, Tech- en Carrierteams om ze bij de bron op te lossen.Analiso padrões nos tickets para encontrar causas-raiz recorrentes e compartilho feedback estruturado com Produto, Tech e Transportadoras para resolver problemas na origem.

What changedWat er veranderdeO que mudou

Held an average QA score above 98% while feeding process and product improvements back into the business.Hield een gemiddelde QA-score boven de 98% en voedde tegelijk proces- en productverbeteringen terug de organisatie in.Mantenho uma nota média de QA acima de 98% enquanto levo melhorias de processo e produto de volta para a empresa.

CredentialDiplomaDiploma

Qualified in Customer Experience.Gekwalificeerd in Customer Experience.Formação em Customer Experience.

Verified credentialGeverifieerd diplomaDiploma verificadoView →Bekijken →Ver →

Professional Diploma in Customer Experience

The CX Academy · CXAD (Dip)

A university credit-rated qualification that took my customer work from instinct to discipline. Around 40 to 60 hours across ten modules, covering CX strategy, measurement, journey mapping, and the commercial case for putting customers first, all grounded in real-world practice rather than theory.Een door een universiteit erkende kwalificatie die mijn klantwerk van intuïtie naar vakdiscipline bracht. Zo'n 40 tot 60 uur verdeeld over tien modules, over CX-strategie, meten, journey mapping en de commerciële onderbouwing om de klant voorop te zetten, allemaal gebaseerd op de praktijk in plaats van theorie.Uma formação com créditos universitários que transformou meu trabalho com clientes de intuição em método. Foram cerca de 40 a 60 horas em dez módulos, passando por estratégia de CX, métricas, mapeamento de jornada e o business case para colocar o cliente no centro, tudo com foco na prática, não só na teoria.

Credit-rated byErkend doorReconhecido porGlasgow Caledonian University

Aligned toAfgestemd opAlinhado aEQF & SCQF frameworksEQF- & SCQF-kadersframeworks EQF & SCQF

DesignationTitelTítuloCXAD (Dip)

What it coveredWat het omvatteO que incluiu

CX Foundations The CX Framework CX Return on Investment Culture & Staff Empowerment Measuring the Experience Customer Promise Channel Harmony Customer Journey Mapping Digital & Technology in CX A Passion for Customers

AboutOver mijSobre

A bit more about me.Iets meer over mij.Um pouco mais sobre mim.

I work in customer support at the intersection of people, processes, and problem solving. Over thirteen years I've supported customers in complex, fast-moving environments where clear communication, empathy, and structure are what actually make the difference.Ik werk in klantenservice op het snijvlak van mensen, processen en probleemoplossing. In dertien jaar heb ik klanten ondersteund in complexe, snelle omgevingen waar heldere communicatie, empathie en structuur het verschil maken.Trabalho com atendimento ao cliente no ponto onde pessoas, processos e resolução de problemas se encontram. Em treze anos, apoiei clientes em ambientes complexos e rápidos, onde comunicação clara, empatia e estrutura fazem toda a diferença.

Beyond solving tickets, I care about how support can be done better: improving workflows, spotting the patterns behind recurring issues, sharing feedback with teams, and helping colleagues grow more confident in their roles. I'm the person who zooms out, asks why something keeps happening, and turns that insight into something practical.Naast het oplossen van tickets vind ik het belangrijk hoe support beter kan: workflows verbeteren, de patronen achter terugkerende problemen herkennen, feedback delen met teams en collega's helpen zelfverzekerder te worden in hun rol. Ik ben degene die uitzoomt, vraagt waarom iets steeds gebeurt, en dat inzicht omzet in iets praktisch.Além de resolver tickets, eu me importo com como o suporte pode funcionar melhor: melhorar fluxos, identificar padrões por trás de problemas recorrentes, compartilhar feedback com os times certos e ajudar colegas a ganharem confiança. Sou a pessoa que dá um passo para trás, pergunta por que algo continua acontecendo e transforma esse insight em algo prático.

I want to keep growing as a CX professional while contributing to teams that value clarity, care, and continuous improvement, for customers and for the people supporting them.Ik wil blijven groeien als CX-professional en bijdragen aan teams die waarde hechten aan helderheid, zorg en continue verbetering, voor klanten én voor de mensen die hen ondersteunen.Quero continuar crescendo como profissional de CX e contribuir com times que valorizam clareza, cuidado e melhoria contínua, tanto para os clientes quanto para quem atende.

Based inGevestigd inBaseada em

Helmond, North Brabant, NetherlandsHelmond, Noord-Brabant, NederlandHelmond, Brabante do Norte, Holanda

LanguagesTalenIdiomas

Fluent in Portuguese, English & Dutch · working knowledge of German, Spanish & FrenchVloeiend in Portugees, Engels & Nederlands · basiskennis Duits, Spaans & FransFluente em português, inglês e holandês · conhecimento básico de alemão, espanhol e francês

CertifiedGecertificeerdCertificações

CXAD (Dip) · AI for CX · Emotional Intelligence · Leading Remote Projects & Virtual Teams

Tools

Zendesk · Salesforce · Shopify, WooCommerce & Magento integrations · custom APIs

I help teams make support feel simple and human.Ik help teams om support simpel en menselijk te laten voelen.Ajudo times a tornar o suporte simples e humano.

Three ways I make customer teams better.Drie manieren waarop ik klantteams beter maak.Três formas de melhorar times de atendimento.

Support quality & operationsSupportkwaliteit & operatieQualidade & operação em suporte

Team leadership & coachingTeamleiding & coachingLiderança & desenvolvimento de times

CX insight & improvementCX-inzicht & verbeteringInsights & melhoria de CX

What I can do for your customers.Wat ik voor jouw klanten kan doen.O que posso fazer pelos seus clientes.

Map and redesign the customer journeyDe customer journey in kaart brengen en herontwerpenMapear e redesenhar a jornada do cliente

Reduce customer effort across channelsKlantinspanning verlagen over alle kanalenReduzir o esforço do cliente em todos os canais

Train and coach support teams to lift CSATSupportteams trainen en coachen om CSAT te verhogenTreinar e orientar times de suporte para aumentar o CSAT

Set up CX measurement that drives actionCX-metingen opzetten die tot actie leidenCriar métricas de CX que viram ação

Build the business case for CXDe business case voor CX opbouwenConstruir o business case de CX

Embed a customer-first cultureEen klant-eerst-cultuur verankerenFortalecer uma cultura customer-first

Improve employee experience, not just the customer'sVerbeter ook de medewerkersbeleving, niet alleen die van de klantMelhorar a experiência de quem atende, não só de quem compra

Align how teams and customers communicate across culturesCommunicatie afstemmen over culturen heenAlinhar a comunicação entre culturas

How healthy is your support?Hoe gezond is jouw support?Quão saudável está o seu suporte?

How quickly do customers usually get a first reply?Hoe snel krijgen klanten meestal een eerste reactie?Em quanto tempo os clientes costumam receber a primeira resposta?

Do you measure how customers feel after support?Meet je hoe klanten zich voelen na support?Vocês medem como o cliente se sente depois do atendimento?

Does customer feedback reach Product, Tech, or Operations?Komt klantfeedback bij Product, Tech of Operations terecht?O feedback dos clientes chega em Produto, Tech ou Operações?

Can your team spot repeated issues before they become bigger?Kan je team herhaalde issues herkennen vóór ze groter worden?Seu time consegue identificar problemas recorrentes antes que eles cresçam?

How consistent is the experience across channels?Hoe consistent is de ervaring over kanalen heen?A experiência é consistente entre os canais?

Do agents have the tools, coaching, and confidence to do great work?Hebben agents de tools, coaching en het vertrouwen om goed werk te doen?Os agentes têm ferramentas, coaching e confiança para fazer um bom trabalho?

And AI, where it actually helps.En AI, waar het echt helpt.E IA, quando ela realmente ajuda.

Smart triage and routingSlimme triage en routingTriagem e roteamento inteligentes

Assisted replies and macrosOndersteunde antwoorden en macro'sRespostas assistidas e macros

Patterns at scalePatronen op schaalPadrões em escala

Smarter self-serviceSlimmere selfserviceAutoatendimento mais inteligente

A few things I changed.Een paar dingen die ik veranderde.Algumas coisas que ajudei a mudar.

Localising support that grew a whole marketSupport lokaliseren en zo een hele markt laten groeienLocalizar o suporte e ajudar um mercado inteiro a crescer

Leading a remote team to the topEen remote team naar de top leidenLevar um time remoto ao topo

Fast, human support at marketplace scaleSnelle, menselijke support op marktplaatsschaalSuporte rápido e humano em escala de marketplace

Turning ticket patterns into product changeTicketpatronen omzetten in productverbeteringTransformar padrões de tickets em melhorias de produto

Thirteen years, measured.Dertien jaar, in cijfers.Treze anos, em números.

Qualified in Customer Experience.Gekwalificeerd in Customer Experience.Formação em Customer Experience.

Professional Diploma in Customer Experience

Where I've done it.Waar ik het deed.Onde coloquei isso em prática.

What others say about me.Wat anderen over mij zeggen.O que dizem sobre mim.

A bit more about me.Iets meer over mij.Um pouco mais sobre mim.

Your customers are already telling you what's broken.Je klanten vertellen je al wat er stuk is.Seus clientes já estão mostrando onde dói.