Being a customer service consultant, keynote speaker, author, and whatnot, I find that people approach me with questions about customer service at the unlikeliest times. The other morning, some guy ...

Your service agents need to deliver the best answer to your customers the first time, every time. This is especially true now that mobile and social tools mean consumers are more connected than ever.

A customer survey starts with the development of a questionnaire. Marketing research professionals will usually get input from other functional areas of the company, like brand and advertising, so ...

AI chatbots are growing in popularity and capabilities. What potential do they have to improve customer experience (CX) by answering questions and holding conversations? Whatcha got, ChatGPT? We ...

Every business these days should have a website that is easily accessible to customers. One of the best reasons to launch a website if you haven’t already is that this is probably one of the most ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

Opinions expressed by Entrepreneur contributors are their own. Customer service is entering a renaissance. Technology is completely redefining what it means to help your customer base, with use of ...

Artificial intelligence (AI) chatbots have been a hot topic of conversation for months now and are only continuing to grow, both in popularity and capabilities. These bots can do more than just answer ...

The average response time to a customer service question on Twitter is eight hours and 37 minutes, the Eptica Multichannel Customer Experience Study found. Looking at 100 companies, it was found that ...