There’s a reason customer service professionals may have a sense of déjà vu. It’s because the issues they deal with today are the same they dealt with 20 years ago.

The days when phone support and auto-reply emails ruled the service world are numbered. Text, social media, chatbot—the future of customer service is all digital, all the time.

Make sure you're not sabotaging customer experience. Customers who are unhappy with customer service will leave. The top reasons why customers switch to a competitor are because they feel ...

Unfortunately, this means that dissatisfied customers are quick to criticize a recent experience with the brand; over a million people tweet about customer service experiences weekly, […] ...

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The infographic below from shares 10 tips for how to keep your customers happy by creating great customer service experiences. Featured Video An Inc.com Featured Presentation ...

The customer service team does so by using tools such as social media monitoring, engagement dashboards, CRM integration, personalized routing, supervisor visibility, and access to back-end systems.

Customer service has a grim reputation, and customers aren’t putting up with these nightmare experiences anymore. According to the “Accenture 2013 Global Consumer Pulse Survey,” 51% of U.S ...

Canadians are known to be a cheerful bunch. New Zealanders, too, seem to have an unthinkable gift for keeping cool in the face of crisis. (Take, for instance, this 24-year-old doctor who fought ...

It’s hard to believe that 2013 is behind us. Now that the holiday season has just about come to an end, it’s time to think about how we will implement our customer service strategy in 2014. To ...

Following a bad shopping experience, some customers will dismiss a brand. In fact, 39% of consumers said they will avoid retailers for two or more years after bad experiences. Although good ...