Embrace AI as a customer service tool. Despite developing at a rapid and unwieldy pace, customer service chatbots can effectively enhance your CS operations. Choose the best type of AI for your ...

When it comes to customer service, the interaction between a company and its customers can be a make-or-break situation. In an age where online reviews drive millions of buying decisions, the need for ...

Customer service has traditionally been viewed as a cost center for businesses. It's often seen as a necessary expense that only adds a little value to the bottom line. But customer experience is ...

Over the past few months, I have enjoyed working with one of the world’s largest financial services companies to help create its multi-year customer service automation/AI road map. We have examined ...

Understanding customer behavior and anticipating what questions they could ask about your product or service, and then creating online FAQs for those questions is a great example of proactive service.

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

Customer service has never been a more important differentiator for enterprises than it is now in the economic downturn, according to software giant Microsoft. The financial crisis provides a key ...