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 ...

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 ...

More than 2 billion people worldwide are expected to be using the latest smartphones this year, capable of handling all of the traditional and emerging communication channels. But the most popular ...

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 ...

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

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