One part of the business that's often helpful to automate is your customer service, especially for simple, general questions ...

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 ...

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 ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Jul 06, 2018, 03:07pm EDT May 15, 2019, 05:14pm EDT This ...

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 ...

TULSA, Okla. -- Dollar Rent A Car on Jan. 24 began responding "live" to online customer inquiries on www.dollar.com. The company created "text chat" buttons throughout the site allowing browsers to ...

Learn how to create a seamless experience and leave a lasting impression on your customers. While there is a movement to self-service and digital support through chat, companies need the third leg of ...

When Salesforce introduced Einstein, its artificial intelligence platform in 2016, it was laying the ground work for artificial intelligence underpinnings across the platform. Since then the company ...