Customer Service

Eighty-nine percent of survey respondents said they would recommend an app if a customer support agent proactively contacted them while they were experiencing problems. On the flip side, 47 percent of respondents said they would delete apps that did not provide good customer support.

The omnichannel approach to customer contact has become a byword in customer service, but retailers need to do more to make it happen, based on a recent study. Researchers tested 57 metrics across desktop, mobile and in-store buying touchpoints to evaluate the end-to-end omnichannel experience at 30...

The further we go in the CRM adventure, the less our efforts seem to be about technology. That's because we're reaching a theoretical limit, or asymptote, on what technology can do in the vendor-customer relationship. Think of an asymptote as the ceiling that a graph never reaches. Increasingly, we'...

Staff engagement is a key component in a telco's ability to positively impact customers, based on new data from InMoment. The company recently conducted a survey of 11,000 North American customers of Internet, mobile and TV services and found that telecommunications companies' customers just plain h...

Consumers have a shortlist of critical channels they expect to have access to, including the company's website, email, phone number, and a knowledgeable person to speak with.

People concerned about automation killing jobs might look at Helpshift's strategy and similar automation approaches that build help or support into mobile apps. These new models are re-inventing support to get the job done. Sure, they provide automated support in lieu of conventional agents, but the...

Avnet last week unveiled a beta version of Ask Avnet, a virtual assistant that combines AI with on-demand access to industry experts. Ask Avnet targets "engineers, designers, hobbyists, makers and purchasing specialists across the electronics supply chain -- which includes the product manufacturing ...

DoNotPay, an AI-based chatbot app created to help fight parking tickets in the UK, now addresses roughly 1,000 consumer concerns and is available throughout the United States as well as across the pond. The app's creator, Stanford student Joshua Browder, announced the expansion last week. Powered by...

"When you provide service, it can be either completely general, or contextual -- which means it's different for different demographics," said Nanorep CTO Amit Ben. "Personalized service means that you get to the most fine-grained resolution possible. It's self-service that can be catered and adjuste...