A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

If I had to choose a single word to describe what modern-day consumers want from brands, it would be convenience. Whether it's chatbots, interactive voice response (IVR) systems or FAQ pages, ...

Air Canada’s chatbot made headlines in 2023 for giving a customer incorrect refund information—and the airline was held liable. A Canadian court found Air Canada liable for negligent misrepresentation ...

If routine employee questions and problems take up a significant portion of your human resources (HR) department’s time and energy, consider helping employees help themselves. HR software often ...

Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. Customers often prefer to find solutions to their problems themselves ...