Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. Aug 29, 2024, 02:40pm EDT Imagine that one of your customers ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

Suumit Shah never liked his company's customer service team. His agents gave generic responses to clients' issues. Faced with difficult problems, they often sounded stumped, he said. But when Shah saw ...

The report highlights that a significant percentage of churn can be attributed to product-market fit issues or a failure of the product to meet customer expectations. No amount of proactive CS ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

It all started simply enough. I dialed my son’s phone number, something I’d done hundreds if not thousands of times before. But instead of connecting, I got an automated message, “Customer not in ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...