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Customers can tell the the difference between someone who can really help them and someone just pressing automatic send buttons for pre-scripted platitudes. Here’s how to use online chat to deliver ...

When shopping on Amazon, issues with orders are not uncommon. Based on more than a decade of experience, I've learned that Amazon's automated help, accessible online or through the Amazon App, ...

One of the obvious uses of generative AI is customer-facing chatbots. If you’ve ever had a frustrating interaction with a chatbot that is not particularly helpful, take heart because, with tools like ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

Exceptional customer service goes beyond simply meeting expectations; it involves building meaningful connections with customers, anticipating their needs and delivering personalized experiences that ...

Online customer service chat channels open the lines of communication between brands and consumers, from solving service issues to answering product questions, but the value shouldn’t stop there. To ...