Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Figuring out how to get support as a customer can be challenging. But with Chime — a fintech company that offers banking services purely online — contacting customer service is straightforward.

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 ...

We’ve entered a new era of customer service excellence where AI is playing an increasingly central role. In fact, Gartner predicts that by 2025, 80% of customer service and support organizations will ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

Forbes contributors publish independent expert analyses and insights. Craig S. Smith, Eye on AI host and former NYT writer, covers AI. I’ve always had a complicated relationship with customer service.

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 ...

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 ...