Of all the fields in the chatbot-crazed world, customer service is one of the prime targets for automation. virtual customer agents (customer service-focused bots, or VCAs) are intelligent systems ...

We all know that customer service is a core space where companies can improve to maintain an edge against their competitors. An article from Zendesk highlights "51 customer service statistics you need ...

Bon Adamson is a writer with a passion for technology and help desk experience, with a particular interest in Apple's product ecosystem. Bon has been writing for the majority of his life. He is ...

eBay has begun testing a new instant-messaging-based customer support feature. The feature, which eBay will test for the next eight weeks, enables people to chat with customer service representatives ...

Customer service chat is a staple of most online retailers. Rather than pulling up a phone app, figuring out what number to dial, and waiting on hold for hours, the response time of a chat system is ...

When it comes to customer service, people don't always get the treatment they expect. A recent incident with a Verizon representative highlights the perfect collision between poor customer service and ...