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“You need to have a shared understanding of the customer that you are trying to serve,” says Robin Bordoli, president of RollWorks, a provider of account-based marketing technology. “Service is ...

The cloud software company is aiming to meet the changing customer service needs of consumers with its new blended conversations tool. SaaS provider Zoho has launched several new tools for Zoho Desk, ...

With these tools, brands can pinpoint areas for improvement and make data-driven decisions to enhance their products or services. Voice of Customer (VoC) tools are advanced software platforms and ...

Customer service departments are being reframed as profit drivers that can help brands build customer loyalty. To scale agent capabilities, brands can use automation tools, services that provide ...

It’s never been more challenging for businesses across industries to maintain a competitive edge. With access to a global marketplace and myriad choices when shopping for products and services, ...

Microsoft wants to help businesses digitize and adapt as the coronavirus pandemic continues to spur digital transformation across industries. An important part of that is making sure companies can ...

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 ...