Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Do you remember how many times you went into a bank for ...

A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. Customers often prefer to find solutions to their problems themselves ...

There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...

A single customer self-service interaction through a chatbot or FAQ portal can cost as little as 10 cents, while a live agent interaction can cost up to $8 or more. So companies have a clear financial ...

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

Self-service has become the focal point of customer experience. One of the changes brought about by the web is consumers expecting 24-hour access to goods and services. Self-service has evolved well ...

These days, consumers are getting better and better at navigating ecommerce on their own. Provide them certain baseline features and the average shopper can find, buy and receive their items without ...

For good reason, U.S. citizens have a sense of ownership with federal agency services and expect government to meet, even exceed, service levels compared to the commercial sector. The State of the ...

Did you know Growth Quarters is taking the stage this fall? Together with an amazing line-up of experts, we will share key insights into entrepreneurship during TNW Conference 2021. Secure your ticket ...

Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...