There is a solution to long hold times and delays in email response times that customers increasingly expect: automated customer service

While the proliferation of customer engagement channels can be challenging on a technological and operational level, it’s really good news for businesses

Let’s deconstruct what we mean by "customer service" and explore the many ways in which it can impact an organization.

In this article, we’ll clear up some of the confusion about customer service outsourcing so you’re enabled to make the best decision possible

Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it

Financial services are taking a bite of the conversational business cake and eating it too, creating fast, personalized, and secure messaging experiences

Ray Wang of Constellation Research shares actionable insights into this year's most critical customer service trends

Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference

What is good customer service? Be nice. Be quick. Be thorough. Your customers will thank you. And so will sales, marketing, and the rest of your company

There are actionable ways to drive loyalty through your customer support. And loyalty really matters

Customer service bots aren't about removing human agents from the equation—they're meant to provide benefits to agents and customers alike

Companies that serve a global customer base are increasingly putting WhatsApp at the center of their omnichannel support programs

As the holidays rapidly approach, companies that want to avoid ending up on their customers’ naughty list are taking stock of their customer service and support departments in advance of the holiday rush

For support leaders focused on providing a rock-solid customer experience, it's important to know the differences between live chat and messaging—and when to use them

7 out of 10 consumers would like to message a business. Global messaging platforms have recognized the opportunity and have all opened their doors to messaging

It’s good to offer all support channels, but not all the time, and not everywhere

Every business needs to consider how to continuously deliver better customer experiences that can compete with the likes of today’s leading brands

We all have blind spots. What companies perceive as excellent service does not always line up with the reality of the customer service they are delivering

Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits

There are many upsides to personalizing your customer service, but doing so can be a tightrope walk. Here are some tips for providing personalized customer service and customer experience at scale

Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within our current understanding of customer service

The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO, and more