Got negative reviews? Think that you have them under control? Zendesk has released results from a recent study, which reveals the negative impact that the rise in social media and web review sites, ...

Resolving customer service issues quickly and in a single interaction is one way to win repeat business, but consumers today have a long list of demands when it comes to providing top-notch customer ...

10 mind-blowing stats on why the today’s customer service looks a lot like yesterday’s. There’s a reason customer service professionals may have a sense of déjà vu. It’s because the issues they deal ...

Poor customer service can be very costly, while good service can lead to higher profits from providing a great customer experience. The difficulty is that customer expectations for service and support ...

ClickFox, a maker of analytics software that focuses specifically on customer behavior, has been releasing reports covering the various elements of its business on a fairly regular basis. The latest ...

It’s hard to put a dollar value on good customer service. But bad customer service will send a once-loyal customer to the competition, undermine a company’s reputation, and generally irritate and ...

Chatbots are everywhere these days. Sometimes you may not even know that you're chatting with one. So what does that mean for customer service agents—and for customers? According to an infographic ...

Technology has improved many areas of marketing, and customer relationship management is no exception. Rather than dialing a number and sending an email, users now more than ever, ask for a product ...

Following a bad shopping experience, some customers will dismiss a brand. In fact, 39% of consumers said they will avoid retailers for two or more years after bad experiences. Although good ...

Canadians are known to be a cheerful bunch. New Zealanders, too, seem to have an unthinkable gift for keeping cool in the face of crisis. (Take, for instance, this 24-year-old doctor who fought off a ...