Customer Service Trends & Insights

Customer Service

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Customer Service in 2020: A customer’s billing issue lands in the queue.  2025: That same billing hiccup gets spotted.  Efficiency like this is the future

ChatbotsArtificial Intelligence

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As early as 2017, the insurance industry outspent all other fields in investment in AI. According to the Global Trends Study 2017, insurance companies invest

Customer Service Operations

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IDC has estimated that 50 percent of retailers have adopted a retail omnichannel commerce platform by now. Doing so has benefitted them on the revenue

Operational Efficiency

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One of the secret weapons of the best customer service organizations is simple: knowledge. Knowledge management tools arm your human agents, your QuickSearch Bots, and

GeneralMobile SupportOperational EfficiencyThe Future of Customer Service

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More than a decade ago, live chat emerged as a key customer service channel and proved to be a game changer for B2C brands. When

ChatbotsGeneralThe Future of Customer Service

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The idea of specific customer service chatbots for retail is not new. Ecommerce sites have been using them for long enough that most customers have

General

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Listening to elevator music while waiting endlessly for a customer service agent to come on the line is becoming a relic experience for consumers. Today,

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