Let’s face it: Customer service is at the core of the customer experience. Every customer service interaction is a moment of truth that puts your…
Messaging and Bots: Replacing Call Center Services
Traditionally, service centers have primarily operated using telephones, and voice communication remains vital for businesses. More than email, in-person, live chat, mobile app, self-service, search engine,…
Whatever the Question, AI Is the Answer Because Nobody Likes Calling Customer Service
“Give us your superstar customer service representative, and we’ll provide an AI application that replicates their behavior, reducing problem resolution time from 10 minutes to…
Spotlight on Women Leaders at SAP: Jessie Cai
Jessie Cai, Product Owner at SAP Singapore, has been with the company for eight years. Growing up in rural China with two parents who were…
How to Fix Social Media Customer Service
A brand’s silence in social media is deafening. Customers who tweet a brand expect a response. Over half (53 percent) want to hear back within…
A 10 Second Lesson in Customer Service from Discount Tire
Discount Tire is well known for being the largest tire and wheel retailer in the world – but that’s not its only world title. The…
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