With the recent explosion of online commerce, customer service has become an important component of a business Web site. For many consumers, the support they receive—or don't—is the ...

The days of horrible hold music may not be entirely gone, but they are on life-support if you ask customer support experts. "Technology is taking us further away from the phone," said Christina ...

Providing great customer service online is far easier when you know your market inside and out. Strive to understand the best practices of businesses that operate similar companies in your space.

Companies adding video customer service this year say that it’s important to present every option, meaning that workers will still answer 1-800 calls and type back in text-based support systems.

Poor customer service, common with online-only banks, may now be hitting brick-and-mortar banks. CR explains how to get your bank’s attention.

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Big mistake. At the start of lockdown, we scrambled to secure a refund. We called the airline’s customer-support line: no dice. We pleaded with its online chatbot, a lobotomized character named AVA.