For more than 40 years, financial institutions have actively pushed consumers into to self-service channels — from phone banking and ATMs decades ago, to online and mobile banking today. As banks and ...

eBay has begun testing a new instant-messaging-based customer support feature. The feature, which eBay will test for the next eight weeks, enables people to chat with customer service representatives ...

Of all of the customer service channels, live chat probably gets the least amount of love, yet can be one of the most efficient resolution channels for both companies and customers. In a review of ...

Forbes contributors publish independent expert analyses and insights. I write about the impacts of computing & technology in manufacturing. Jul 09, 2020, 12:54pm EDT Jul 09, 2020, 02:49pm EDT This ...

An effort to fix a hotel bill illustrates why New York City is now trying to crack down on A.I. chatbot-powered customer ...

Today’s customers prefer live chat for a variety of reasons. Some appreciate the ability to multitask while chatting. Others feel live chat is quicker and more efficient than a phone call. When asked ...

Ever since Chat became a customer service communication channel people have wondered how many Chat sessions can agents handle. You’ve experienced the Chat channel as a customer of some other company ...