With the market becoming more saturated with products, how do companies differentiate themselves from their competitors? The answer: customer service. By 2020, customers will give more weight to ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...

Artificial intelligence is changing the way customer service agents respond to customers. In most cases, the AI bots are suggesting potential agent responses, and no customers are directly talking to ...

Fifty-seven percent of consumers report that their loyalty has deepened towards companies that helped their customers during the pandemic. Forty-six percent of Gen Z consumers say they stopped buying ...

What does AI in customer service of the future look like? It's all about empowering your customer service and support representatives. The status quo customer service operation traditionally operates ...

Not all forms of customer loyalty are created equal. Long-standing Gartner research indicates a clear difference between decreasing the probability of customer defection on the one hand, versus ...

Customer relationship management consultants provide independent advice on solutions for managing customer service and customer relationships. Their aim is to help clients improve customer ...

Generative artificial intelligence (AI) is revolutionizing many aspects of business operations, particularly in customer service. The use of bots to handle high-frequency, low-complexity tasks is well ...

When I was a developer in 2002, I joined a startup computer software company as a product support engineer. In this support role, my developer mindset gave me a unique perspective of the ...

At the heart of this change is the evolving role of customer service. Gone are the days when customer interactions were limited to simple transactions. The self-storage industry in the UK, once seen ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Imagine your internet is down and you need to raise a service request. Compare two scenarios ...