An error has occurred. Please try again. With a The Portland Press Herald subscription, you can gift 5 articles each month. It looks like you do not have any active ...

Have you ever spent time on hold with an airline, a credit card company, or your insurance provider? Of course you have, I bet you’re still humming the tune from that hold music you had to listen to.

Hordes of Internet trolls flooded the Facebook page of American retailer Target this week after the company announced it would be phasing out gender-specific signs in certain sections of its stores.

The answer lies beyond the buzzwords to what people actually want. It’s not flashy or full of hype. The reality is simple. Customers want speed, convenience, knowledge, consistency, and (quite ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...

Photo Credit: Hawaiian Airlines is using a system from a company called LivePerson to run its messaging system. Customers can send texts to the airline, and a human will respond. LivePerson In the not ...

Likewise, the customer who received a message that the service person is en route may like having the ability to quickly text back to say she is running out for 10 minutes and would the repair person ...

Apple is working on a way to bring businesses to the iMessage platform, in order to answer customer questions, offer customer service and even perform transactions. Though not announced at WWDC, a new ...

You might remember that we drive a couple of miles, pull into your giant parking lots, walk, get inside your store, walk another half-mile picking out merchandise and finally get to the checkout — ...