The Internet has fundamentally transformed the way businesses interact with clients and potential customers, allowing companies to process huge amounts of information in shorter periods of time and ...

Kana Software, a provider of customer service solutions, today announced it has completed its acquisition of privately held Trinicom, a provider of cloud-based Web customer service and customer ...

Empirix, a provider of voice and Web test and monitoring solutions, measured interactive voice response (IVR) and Web customer self-service applications of leading banks to compare the quality and ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

Who are the players in web customer service applications? How are they positioned to help you over the long haul? Read this magic quadrant report to find out. Gartner Magic Quadrants are a culmination ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

The pandemic threw customer service into the spotlight, even as the industry faced challenges alongside the rest of the world. But as the pandemic starts to subside and the dust starts to settle, ...

Dolphin Dynamics has released the new Web Customer Service module for Dolphin Travel Manager. This latest addition to the Dolphin product range empowers travel agents to more effectively compete in ...