Customer Service

Salesforce.com on Monday launched App Hub, an upgrade to its Desk.com customer service platform. App Hub features more than 50 apps for a wide range of functions including e-commerce, email marketing, telephony and text messaging. Partner apps available with Desk.com include Harvest, JIRA, MailChimp...

There appears to be a new trend emerging in the enterprise mobile engagement space, according to OpenMarket. Increasingly, its enterprise customers are adapting its platform to use SMS in new ways, said Tim Fujita Yuhas, the company's director of product management. Sometimes those uses are obvious ...

Lowe's soon will add two robots to the customer-service staff at one of its San Jose, California, stores. Called "OSHbot," the robots will assist customers at the Lowe's-owned Orchard Supply Hardware store by directing them to specific products and providing real-time information about promotions an...

Shortly after Apple Pay's Monday launch, some eager early users were unsettled to see duplicate charges on their accounts. Apple Pay lets iPhone 6 or iPhone 6 Plus users store credit card information on their devices and then pay for products using tap-to-pay terminals in stores, or via apps when sh...

Verizon Wireless may be bitterly regretting the challenge Verizon made to the FCC's Net neutrality rules. There's little doubt competing wireless providers are. Verizon in 2010 sued the FCC over its mandate that ISPs treat all Internet data the same. The D.C. Circuit Court of Appeals this year agree...

AT&T Mobility will pay $80 million for refunds to consumers who were unlawfully billed for unauthorized third-party charges in a practice known as "mobile cramming," the Federal Trade Commission announced on Wednesday. AT&T billed customers for hundreds of millions of dollars in subscription...

AT&T Mobility will pay $80 million for refunds to consumers who were unlawfully billed for unauthorized third-party charges in a practice known as "mobile cramming," the Federal Trade Commission announced on Wednesday. AT&T billed customers for hundreds of millions of dollars in subscription...

AT&T Mobility will pay $80 million for refunds to consumers who were unlawfully billed for unauthorized third-party charges in a practice known as "mobile cramming," the Federal Trade Commission announced on Wednesday. AT&T billed customers for hundreds of millions of dollars in subscription...

Snow flurries and the smell of pine needles. Eggnog and hot apple cider. Gingerbread men and latkes. Stockings and dreidels. Ornaments and menorahs. Trips to see family, and... visits to the customer service department? Oh yes, the holiday season is upon us, and it isn't complete without a customer ...

Jive Software recently unveiled the latest series of upgrades to its Summer Cloud release of its two flagship products -- the Jive and JiveX communication and collaboration suites. There has been a slew of improvements to both suites, ranging from better UIs, mobile optimization and third-party inte...