Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

You’ve heard of calling, emailing and even live chatting customer support. But what about text messaging a store’s customer service department? For some retailers, you can. Instead of calling, being ...

Where once voice ruled, our fingers are now doing the talking. Here are a few statistics I want you to consider: Sadly, far too many contact centers primarily rely solely on voice for their customer ...

All of our representatives are currently assisting other callers. Please stay on the line for two hours of saxophone samba and we’ll answer your call at the exact moment you take a bathroom run.

Consumers are accustomed to receiving new levels of service online. And they’re increasingly turning to chat, text or messaging apps instead of making a phone call. With the increased reliance on ...

Discover how text message marketing helps drive customer engagement and increases purchasing, plus tips on which SMS services to use.

If your customers won’t even call Mom on the phone anymore (they’re texting her instead), why are you forcing them to call your business on the phone any time they need customer service or support? In ...

PRESSADVANTAGE – Rocket CRM has announced continued development and refinement of its Missed Call Text Back functionality, reflecting broader changes in how organizations manage inbound communication, ...

Delta Air Lines is rolling out a test of Apple text messaging for customer service. The phased test will allow a limited number of customers to click on a "Need Help" link at the bottom of a Delta ...

Crisis Text Line agreed to start a "mission aligned" for-profit sister company, but the mission alignment quickly got out of whack. Credit: Vicky Leta / Mashable When Crisis Text Line gave its ...