Integrating AI isn’t enough—businesses must structure, train and continuously refine their knowledge bases to ensure accuracy, usability and painless CX. As customer expectations rise, businesses are ...

I have long been interested in how companies can capture, structure, and apply the knowledge and insights embedded in customer support transactions. Watching the progress in this area has been a long, ...

Customer operations platform Front is better known for its omnichannel inbox that lets you aggregate all customer conversations in a single view — emails, chat conversations, SMS, social media ...

In most large organizations, the SEO function sits within the marketing branch – and for good reason. Quality SEO strategies are often focused on increasing awareness traffic or improving the number ...

Recently relaunched by Wix, the straightforwardly named Wix Answers is aimed at solving your enterprise-level customer support problems. The platform is designed to provide an all-encompassing service ...

At a time when seven out of 10 online shoppers complain of unsatisfactory experiences, which vendors stand out as offering possible solutions? The authors of the latest Forrester Wave Customer Service ...