We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Customer service has evolved to meet consumers' ever-increasing demands. While artificial intelligence (AI) has revolutionized the way businesses interact with their customers, the human touch remains ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

Even in a blazingly fast, digital-first world, our society’s relentless pursuit of procedural and experiential optimization is probably always going to have a stubborn wrench stuck in the gears: ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

Some Tesla and Starlink customers have said service at Elon Musk's companies needs to be improved. Despite Tesla's success, customers' complaints could tarnish the reputation of the business. Here's a ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” Opinions expressed by ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...

In hindsight I’ll say: I always thought going crazy would be more exciting—roaming the street in a bathrobe, shouting at fruit. Instead I spent a weary season of my life saying representative.