What is the Future of Digital Customer Service?

What is the future of digital customer service? Time will tell, but in the meantime, here are some tips to get you there.

Keystrokes and Mouse Clicks: Amazon’s Plan to Monitor Customer Service Staff

Amazon is rolling out a sweeping monitoring program, with the goal of tracking the keystrokes and mouse clicks of its customer service staff.

Facebook Buying CRM Startup Kustomer

Facebook has reached a deal to acquire Kustomer, the maker of a “customer service CRM platform built for today.”

ServiceNow CEO: COVID Accelerated Digital Transformation

Bill McDermott, CEO of ServiceNow, discusses how COVID has exacerbated “broken systems” and has accelerated the digital transformation of companies around the world.

Verizon Chooses Google Cloud Contact Center AI

Google Cloud has scored a major win as Verizon has chosen its Contact Center AI to help power its customer service experience.

Could Your Small Business Benefit from Using Chatbots?

The mindset of the modern consumer is one of urgency and convenience. Businesses that reply to queries and concerns quickly and without hassle generally earn more customer loyalty and have better brand reputation.

Walmart May Bring Customer Service Drones to Its Stores Soon, Retailer Files Patents

Walmart has always been known to push boundaries. The company is continuing this innovative culture with its recent filing of patents for keeping track of inventory, a store drone and other technologies aimed at changing how customers shops. Walmart is…

How Social Media Is Changing the Way Businesses Conduct Customer Service

Social media has become more than just a networking platform. It’s become an ecosystem where friends, family, consumers, and brands interact with one another at lightning speed. In this age of hyper connectivity, brands are slowly realizing the potential of…

7 Ways to Improve Customer Service for Your eCommerce Business

Online businesses have been booming in recent years due to the conveniences they offer. If you’re planning to enter this industry, you should bear in mind that an online shop is significantly different from a physical store. Unlike the latter,…

Can AI Replace Your Customer Service Representative?

Businesses are quickly changing the way they operate by automating menial tasks with the help of Artificial Intelligence or AI. More companies are now using chatbots to help users accomplish tasks that would, in the past, require the assistance of…

Tips for Building the Perfect Chatbot for Your Business

Chatbots are becoming more sophisticated and are changing the way people communicate on the internet. Although relatively new, chatbots hold a lot of promise and are bound to change the way business owners conduct online marketing. Building the perfect chatbot…

How to Use Twitter to Improve Customer Service

In a recent CXweek event, Twitter Sr. Product Marketing Manager Jeff Lesser gave an interesting talk about how to use Twitter to improve customer service. “At Twitter we like to think that we have the best platform for doing customer…

Customers Spend More When You Respond Faster on Twitter

Wayne Huang is a researcher at Twitter. His role entails proving the value of the service through data, analytics, and experiments. He works on connecting the product teams and sales teams at Twitter by creating research strategies and implementing ad…

Twitter Gives Businesses Helpful New Customer Service Tools

Study after study has shown that businesses are really bad at social media customer service. There are certainly exceptions, but on the whole, businesses just suck at responding to people on Facebook and Twitter. Both social media platforms have introduced…

Study Finds Businesses Are Still Pretty Bad At This

Brands are getting more messages on social media than ever, but they aren’t getting much better at responding to them. This was a consistent narrative in the online business world last year, and in Q1 2016, it doesn’t look like…

Twitter’s Expected Evolution Could Be Great For Businesses

Change is coming to Twitter. The word is that Twitter will soon expand its character limit. It’s always been famous for 140 characters, but in the coming months, it’s poised to expand that limit greatly. From a business perspective, do…

Why You’re Probably Not Doing Personalization Well Enough

SAP’s hybris released some interesting findings about how companies use personalization. In short, the company found that brands are failing at personalization at the expense of customer experience. Is personalization a significant part of your efforts? How do you personalize…

Yet More Business-Friendly Facebook Page Features Added

Facebook announced on Tuesday that over 50 million businesses are now using Facebook Pages and that these pages see 2.5 billion comments each month. The company also announced some new Page features for businesses. For one, you can now set…

Twitter Finds Faster Responses Lead To Greater Revenue

These days, more and more people are reaching out to businesses on social media channels seeking customer service. On Twitter, they expect businesses to be listening, and they expect to be helped in a timely fashion. That doesn’t always happen,…

Salesforce Infographic Looks At 2015 State of Customer Service

Salesforce polled 1,900 “global customer service leaders” about their practices. Findings can be found in the new 2015 State of Service Report. “Just a few years ago, customer service was an after thought for most companies,” says Salesforce’s Matt Wesson.…