Customer contact 2.0: transform your service with AI and omnichannel strategies

‍

Sponsored by Trengo, an AI-powered multichannel communication platform.

In today’s digital-first world, seamless customer communication is not just a nice-to-have—it's a competitive edge. As businesses struggle to manage fragmented conversations across WhatsApp, email, phone, and chat, agencies are stepping in with robust solutions. One standout tool? Trengo is an AI-powered platform that centralises client communication and turns it into a revenue driver.

We spoke with three leading web agencies who are integrating Trengo into their client strategies: Chatkracht, ContactOns, and Innovadis. Together, they demonstrate how agencies can not only enhance customer experience but also generate recurring revenue and strategic value.

Interviewees:

Jaap Van der Meulen, Owner of Chatkracht

Richard de Beijer, Owner of ContactOns

Vincent Voshaar, Business Consultant at Innovadis

The big challenge: fragmentation in Customer Communication

“The biggest challenge lies in flexibility and variety,” says Jaap (Chatkracht). “Businesses need to be accessible via email, chat, phone, WhatsApp… each channel has its own audience.”

According to Vincent (Innovadis), this fragmentation leads to peak moments and slow responses. “Customer inquiries become scattered across different systems. This creates inefficiency, frustration, and lower customer satisfaction.”

Richard (ContactOns) adds, “If you don’t have insight into previous interactions, customers have to explain themselves repeatedly. That takes time—and irritates them.”

The solution: one central inbox for better oversight and faster responses

All three experts agree: a single central hub for customer communication is essential. Fragmentation across multiple channels slows down service and hinders clarity.

Vincent (Innovadis): “An omnichannel inbox like Trengo enables 40% faster handling of customer inquiries. Customers wait less, and teams work more efficiently.”

Jaap (Chatkracht): “With Trengo, you can see all customer interactions at a glance, regardless of the channel. This prevents unnecessary switching and boosts customer satisfaction.”

Richard (ContactOns): “Our e-commerce clients reduced their response times by 40% and increased customer satisfaction by 25% after switching to Trengo.”

From AI hesitation to action: making a difference

AI often evokes mixed feelings. Many companies see the potential but also wonder: Will this compromise personal contact? Is it too complicated?

Richard (ContactOns) notes, “Many concerns are based on misconceptions. Modern AI is incredibly accurate. It doesn’t replace people; it supports them, making their work even more enjoyable.”

Jaap (Chatkracht) adds, “We often start with a hybrid approach, for example, 50% automated, 50% manual. This helps build trust. Once companies see how much time they save, they usually want to automate even more.”

Vincent (Innovadis) highlights the benefits AI offers customers: “AI-powered agents are perfect for answering frequently asked questions. This allows employees to focus on complex inquiries, which customers truly appreciate.”

Results that matter

• +30% customer satisfaction (Innovadis)
• 40% response time (ContactOns)
• 80% or 90% automation equals focus and time saved (Chat power)
• Increased loyalty & revenue through smart follow-ups and upselling

The numbers don’t lie: companies that invest in AI and omnichannel tools like Trengo see immediate results. They work faster, more customer-focused, and are future-proof.

Smarter, faster, more personal: ready for the new standard in customer contact?

Customer communication isn’t changing gradually—it’s evolving rapidly. Companies that take the leap toward smart, centralized, and AI-driven communication today reap the rewards immediately: more satisfied customers, more efficient teams, and measurable growth.

The tools are available. The experts agree. And the results speak for themselves.

Whether you’re in B2B or B2C, the future of customer contact isn’t just digital—it’s human, fast, and strategic.

🧠 Smarter with AI.

📲 Seamless with omnichannel.

💬 Personal with clarity.

👉 Want to learn how Trengo, together with partners like Chatkracht, ContactOns, and Innovadis, helps businesses grow? Or are you curious about what’s possible for your organization?

Contact us today and take the first step toward Customer Contact 2.0.