Consumers are increasingly engaging with brands from their mobile devices as opposed to their desktop computers. Specifically, they're increasingly doing so with the Twitter iOS an...
According to Comcast Cable CEO Neil Smit, dealing with customer service representatives will soon be one of the best parts about being a Comcast customer.
“We do need to transfo...
Twitter and IBM announced a new partnership to give enterprises Twitter data through IBM tools and services. Essentially, it's a combination of Twitter's "public pulse" of real-tim...
Salesforce announced the launch of a new video support center for Desk.com, which it claims "empowers companies to transform their customer service offerings through video."
A s...
In an ideal world, canceling cable would go something like this...
Hello, my name is Bob Willis and I'd like to cancel my cable services. / Ok, Bob. Have a nice day...
Ryan Block and his wife Veronica Belmont were moving. They called up Comcast Cable to tell them so and ask to have their service disconnected. The rep asked Veronica if she would l...
As social media engagement on Facebook rises, response rates from brands are slipping. Brands are struggling to get their messages in front of users thanks to a...
Salesforce announced a new version of Desk.com on Tuesday complete with a mobile app, reporting engine, and "intelligent" agent console.
The console can be personalized on a pe...
Last year, Amazon launched their Mayday button – a 24/7/365 customer support hotline that allows Fire tablet users to contact a 'tech advisor' and speak to them, live. You know, li...
A recent study from Amdocs found social media to be an emerging channel of preference for consumers seeking customer-care assistance. Customers want to be helped through Twitter an...
Microsoft announced that it has reached an agreement to acquire cloud-based customer service software provider Parature. The company will add the software to its Microsoft Dynamics...
Lost luggage is a huge pain in the ass - we all know the feeling. But it happens. What one British Airways patron couldn't deal with was the customer service he received after his...
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