One of the only predictable things about social media is that it’s unpredictable. When dealing with people in this “world’s most public customer service channel,” companies have to be ready for almost ...

Imagine the perfect customer service scenario – the kind of seamless and flawless interaction that every insurance company dreams of. The employee dealing with the customer would be in the driving ...

Artificial intelligence has gone mainstream. The term is now regularly appended to all manner of tools and technologies, even when it’s unclear exactly what role AI plays in delivering desired ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...

Zendesk has mostly confined itself to customer service scenarios, but it seems that’s not enough anymore. If you want to truly know the customer behind the interaction, you need a customer system of ...

In business, getting people in the door is a key to success. But an even bigger challenge you'll face is to keep customers coming back. A buyer who makes one purchase is likely an impulse buy or a buy ...