Entertainment companies are very different when it comes to their complaint, request and troubleshooting practices. How a platform handles these interactions can make or break a user’s loyalty – ...

Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

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 ...