A study analyzing 500,000 customer service interactions shows chatbots struggle with complex issues while human agents excel ...

Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that ...

Repeatable phrases are helpful for bringing consistency to customer conversations. They enhance your personal replies, and make providing great customer service easier, because you have just the ...

I've never had the opportunity to use instant messaging to contact a customer service rep in the UK -- not 100 percent sure if it's even something on offer here. But Imgur has this exchange from ...

2. Mirror The Customer's Feelings. When speaking with customers, I have found it best to mirror the client's feelings. If they are upset with your service, you are upset too.

Because customer service will always be about conversations, whether they are digital or voice. Superficial AI and automation solutions in the past ignored the meaning and value of customer ...

Most innovative companies have figured out that customer comments and conversations within various social media -- including Twitter, Facebook and other forums -- deserve ongoing attention of ...

Direct conversations with customers allow organizations to become public resources on areas of expertise. This happens in at least two ways: (1) through engagement, or social components, and (2 ...

More fun than a customer service call? Perhaps. getty. A recent survey of 2,000 respondents says that a quarter of Americans would rather shave their heads than contact customer service.

Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that ...