Thoughts of poor customer service probably ring a bell in your own mind, and these opinions are hard to change — but there is hope. Customer service is changing rapidly to meet consumer behavior, ...

AI chat systems automate routine customer service tasks, freeing up human agents to focus on more complex issues. Additionally, these systems can handle a large volume of inquiries simultaneously ...

Today, live chat is growing into the preferred customer service channel for many customers. Yes, live chat is increasingly becoming critical. But doing it wrong carries a number of risks.

Other service management metrics, like Time to Resolve or First-Call Resolution Rate, are indirectly improved through the use of self-service knowledge access. Tickets are created via phone call ...

For example, they could offer related information, an upsell recommendation or whatever type of action the customer defines. Salesforce is also using machine learning to help route each person to ...