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 ...

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The days when phone support and auto-reply emails ruled the service world are numbered. Text, social media, chatbot—the future of customer service is all digital, all the time. Because in an age when ...

Customer service via social media, or “social care,” could be one of the more underestimated trends in 2013. According to Nielsen, about half of social media users partake in social care, a trend that ...

In times of crisis, people still prefer phone calls for customer service interactions, according to research from CGS. The report was based on data from a survey of 2,000 people in the United Kingdom ...

More retailers are focusing on improving the customer service experience. In fact, 70% of retailers providing quality customer service said they’re using the feedback to “make strategic business ...

Sure, it pays to focus on customer acquisition — but what about customer retention first? According to the infographic below, 80% of businesses believe they provide “superior” customer service. But ...