Support metrics must now account for memory, learning and accumulated understanding, not just speed or volume.

I’m an fan, but also a realist. Customers really don’t want more technology. What they really want is a better experience. So ...

Add Yahoo as a preferred source to see more of our stories on Google. AI startup Anysphere has been riding high over the past two months, thanks to the skyrocketing popularity of its AI-powered ...

While speaking with a good friend Steve recently, he shared how frustrating it is to reach a human being for help with your needs at giant retailer Amazon. Sometimes it's just a question about an ...

Figuring out how to get support as a customer can be challenging. But with Chime — a fintech company that offers banking services purely online — contacting customer service is straightforward.

In the first four months of 2023, tech companies laid off over 185,000 employees. Although the data doesn't specify which departments got the ax, my experience in B2B software tells me they're gutting ...