is a Senior Producer on Decoder. Previously, he reported on the technology and gaming industries for more than a decade. Facebook announced a wider availability of its new Customer Chat service today, ...

Bon Adamson is a writer with a passion for technology and help desk experience, with a particular interest in Apple's product ecosystem. Bon has been writing for the majority of his life. He is ...

We all know that customer service is a core space where companies can improve to maintain an edge against their competitors. An article from Zendesk highlights "51 customer service statistics you need ...

While most of the billion-plus users on Facebook Messenger are individuals, the company has refined its messaging platform to be more business-friendly. Back in April, it introduced a Discover tab to ...

The green chat bubble button in the lower corner of Taco Bell’s website —whether accessed on computers or smartphones — begs to be clicked. And like rubbing a magic lantern, customers find a real ...

As the world becomes more digitized, businesses need to adapt quickly to meet customer needs in new and innovative ways. The mortgage industry is no exception. With customers demanding quick and ...

Of all of the customer service channels, live chat probably gets the least amount of love, yet can be one of the most efficient resolution channels for both companies and customers. In a review of ...

Facebook has updated Messenger with more business chat features. The social networking giant said Messenger 2.3 will bring deeper engagement between businesses and customers via improved customization ...

Customer engagement often refers to online community websites or branded forums serving as FAQs or customer support sites. They sometimes have a large amount of user generated content (UGC), and ...

We might earn a commission if you make a purchase through one of the links. The McClatchy Commerce Content team, which is independent from our newsroom, oversees this content. When I started testing ...