Customer Service

A recent study revealed that 90% of businesses are willing to pay more for better customer service. However, they will pay more elsewhere if satisfaction takes too long.

As physical stores enjoy a return of foot traffic from younger consumers, their banking and payment preferences present challenges to retailers.

CRM powerhouse Salesforce joined the ranks of Google and Microsoft Tuesday when it announced its own generative AI technology to deliver personalized content across every sales, service, marketing, commerce, and IT interaction in every Salesforce cloud.

Zoho Desk provides impressive agent productivity and happier customers because its "blended conversations" drive solutions and keep waiting times minuscule.

Building emotional loyalty with customers and employees might be the secret to long-term business success. One way a brand can measure emotional loyalty is to use tools such as customer analytics, which measures customer sentiment.

How businesses must handle customer interactions is changing as customers adopt messaging as a communication preference. Companies that fail to keep up with the rapid advancements of digitizing this process will be left behind.

I bought Lenovo’s Chromebook Duet 5 for an attractive price from a major national electronics store. In hindsight, that was a purchase I wish I could undo.

Having trouble understanding that person at the end of the support line you’ve called to get some customer service? A Silicon Valley company wants to make those kinds of problems a thing of the past.

Replicant -- a tech company providing voice automation solutions for call centers -- is solving staffing and customer experience problems with voice AI technology that can "speak" with customers to solve routine issues like rebooking flights, refunding orders, or providing status updates.

Many business owners believe they have done their best by releasing a mobile website or online store. However, more goes into creating a riveting online shopping experience that attracts the right customers, converts casual browsing to sales, and engages shoppers long term so they are drawn to an e-...

Amidst this year's back-to-store shopping trend, as large companies try to work through e-commerce mishaps, musical instrument and pro-audio retailer Sweetwater has seen an increase in online sales. The company attributes much of its success to top-of-the-line experiences both online and through its...

Delivering a great user experience is the key to building positive customer relationships. However, to achieve this, retailers must not be restricted to relying exclusively on CRM tools. Instead, they should be able leverage the data gathered by the CRM to seamlessly adjust operations across the wid...

Sales and service are tightly related for the simple reason that they center on the newness of a category or product type and thus neophyte customers. When a product or its category are new it takes great effort to explain how something works and demonstrate the benefits.

Virtual or hybrid work environments are likely to become standard fixtures for organizations. Knowledge management will play and imperative role, as the need for collaboration and the ability to share and find organizational information virtually, and at any time, only increases.