With all the talk of social media and other new approaches for customer service, it’s easy to overlook the importance of that old-time communication medium, email. This week, KANA Software released a ...

The relationship between any business and its customers rests upon the customer experience. Statistics clearly show that finding new business costs more than keeping existing customers. This is why ...

As one of the world's largest retailers, Amazon is a well-oiled machine. But while most orders get fulfilled quickly and painlessly, issues can still occasionally arise, especially during the busy ...

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