Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

Verizon is the latest brand to unveil new generative AI-powered services designed to streamline various stages of the online and in-store telecom retail experience that are often fraught with friction ...

It’s a shame that customer service doesn’t always get the respect and attention it deserves because it’s among the most important ingredients in any business’s success. There’s no better marketing ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...