At some point or another, you’ve likely received a defective product you’ve purchased from a retailer. Or, perhaps a service you paid for doesn’t meet agreed upon expectations. Whatever the case, ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Consumers are increasingly adopting unofficial third-party genAI tools, such as ChatGPT, Google AI Overviews, and Apple Intelligence, to resolve their customer service issues, the research firm found.

Entertainment companies are very different when it comes to their complaint, request and troubleshooting practices. How a platform handles these interactions can make or break a user’s loyalty – ...

Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, ...