Forbes contributors publish independent expert analyses and insights. I cover Customer Success, customer support and SaaS. This article is more than 10 years old. Customer service is not a cost center ...

Robotic Process Automation (RPA) is a technology with the potential to redefine the way businesses interact with their customers, shaping the future of customer interactions. At its core, RPA provides ...

Have a question about a product? Need help with an order? Trying to find an item in your local store? Where do you turn? Customer service. Regardless of the reason or the channel you choose, one thing ...

When used for customer service, IPA enhances the customer experience with quick response times, round-the-clock availability, and virtually no human errors. Intelligent process automation (IPA) blends ...

No matter what kind of business you run, a huge part of your business’ success ties back to your customer service strategy; according to a 2017 Microsoft report, more than half of consumers have ...

The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout the selling process is beneficial, ...

Your customer service department is a valuable asset to your company. It plays a vital role in customer retention and in account growth by developing trust with customers over problem issues. Customer ...

One of the best sales tools a business can have is a collection of rave reviews from its customers: Over 70% of customers report that they check reviews before making a purchase decision. However, ...

How much time do you think you waste on customer service calls each year? According to a survey of 2,000 adults released this week from customer service software provider Kana, consumers spend an ...