Customer service isn’t static. Phones replaced house calls. Email edged out phones. To keep existing customers and attract new ones, you need cutting-edge customer service. Consumers are four times as ...

You’re gonna love me for this. Say you’re calling customer service because you need help. Maybe your bill is wrong, your service is down or you want a refund. Instead of a person, a cheerful AI voice ...

Twenty-four-hour customer support with zero hold time, infinite personalization, customized care, and behavior-based response are all aspects of the customer experience that will be expected sooner ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

A new bill looks to reduce hold times by requiring businesses to connect customers with a human within 5 minutes, aiming to ...

The digital age has made us a DIY economy in which millions of jobs no longer exist not because computers do the work, but because the work has been shifted, via computers, directly onto the consumer.

Have you run into issues with an account - or had a problem with an online order? Reaching out to customer service can be a huge challenge these days, since many companies don't even list phone ...

Advisers claim to give their clients the same, excellent level of service — but this is far from the reality, according to ...

It all started simply enough. I dialed my son’s phone number, something I’d done hundreds if not thousands of times before. But instead of connecting, I got an automated message, “Customer not in ...