At its F8 Developer Conference in mid-April, Facebook opened its Messenger platform to chatbot services, an enhancement that the social media giant said will change the way users access information, ...

Research firm Gartner forecasts that about 25% of customer service and support operations will employ virtual assistants or chatbot technology for customer engagement across multiple channels by 2020, ...

While social media has become an important retail vehicle for marketing and consumer engagement, Facebook’s new API for Messenger brings a different twist to the concept of retail customer service.

A few weeks ago, I ordered a desk online from a leading office supply and furniture store. I noticed that the desk went on sale just a few hours after I ordered it. I cancelled the original order; the ...

Remember when big box retailers crushed the “mom and pop” shops that once formed the backbone of retail? The same thing is threatening to happen online, accelerated by the unprecedented challenges, ...

Measuring the bottom-line effects of customer service has traditionally been difficult, but a new study quantifies its impact: 73% of consumers say that good customer service encourages them to spend ...

Verizon is upping its minimum wage, announcing on Monday that it will now pay at least $20 per hour to retail, sales and customer service teams nationwide. The company says that the new increase will ...

As business leaders grapple with the short- and long-term impacts of COVID-19, the potential risk to employees and customers from face-to-face interactions remains a vexing issue. Companies need to ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 4 years old. There aren’t many ...