If your business is like most, you probably use email for internal and external communications in sales, marketing, and even customer service. So if you want higher profitability and customer ...

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 ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

The stakes for delivering exceptional customer experiences are getting increasingly higher, with XM Institute finding that poor customer service is costing companies $3.7 trillion each year. Coupled ...

Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. Getting customer service right is something that I've always ...