Customer Service Articles

Handling a frustrated shopper is one of the most challenging aspects of working in retail. Here are ten effective techniques to resolve customer disputes and protect your retail business’s reputation..

Fast replies don’t calm angry customers. A bad bot can make things worse in under a minute by sounding cold, repeating canned lines, or blocking the one thing the customer wants, a clear fix. Here’s how AI can calm angry customers..

Every shopper deserves to feel valued the moment they come through your doors. Learn how inclusive customer service drives retail revenue. Discover practical tips to improve accessibility, train staff, and boost customer loyalty.

Extracting machine-readable data from physical or digital documents has become a fundamental requirement across industries — from banking and healthcare to logistics and border control. Learn how On-Device OCR can help..

Walk into any boardroom discussing Customer Experience (CX) strategy today, and you will inevitably hear the same two words: Cost Reduction. James Hughes, Head of Commercial AI at Sabio Group, explains..

Here are ten digital customer service trends shaping the CX industry in 2026. By understanding and implementing these strategies, organizations can improve response times, resolve issues and gain loyal brand advocates..

Customer service managers face increasing pressure to safeguard client information while maintaining efficient communication. Data breaches, account compromises, and fraudulent interactions can erode trust and damage reputation..

The global contact center industry is undergoing a structural transformation. Dave Rennyson, CEO of SuccessKPI, explains how this can be seen not as a trend, but as an opportunity..

In digital entertainment, many companies compete on speed, design, and the size of their content catalog. Far fewer are remembered for the way they shape user behavior over time. That is where Soft2Bet has become genuinely interesting.

The gap between a good customer experience and a great one rarely comes down to a single touchpoint. Great customer experiences start on the inside. Learn how to align your teams to deliver consistent, exceptional CX..

Customer service representatives (CSRs) are the human face of your business. They resolve complaints, build loyalty, and directly influence whether a customer walks away satisfied—or walks away for good. This is why you need to invest in them..

So what separates a good contact center from a truly great one? It comes down to a handful of qualities that, when combined, create an experience customers actually want to return to. Here’s what to look for—and what to aim for.

AI is changing customer service fast—but human agents still matter. Could human-in-the-loop service be the next step? Discover what the future holds for human-in-the-loop support models and how to prepare..

Loyalty should deliver elevated customer experiences. Customer service knows what the key ingredients for those experiences are. Charlie Casey, CEO of LoyaltyLion, explains how to design loyalty that actually works..

Gartner’s latest prediction is already gaining traction: by 2027, half of organisations that cut customer service staff due to AI will need to rehire people into similar roles under different job titles. Kevin McGachy of Sabio Group, explains..

Recent industry assessments show that AI has moved decisively from experimentation to operational reality, with the vast majority of organizations now using it in at least one business function, including customer service..

Gartner’s latest prediction that GenAI resolution costs will exceed $3 by 2030 – outstripping offshore human agents – has contradicted many of their previous CX industry predictions. But before we collectively panic and shelve our AI..

From snail mail to telephone and from email to instant messaging, one thing remains constant; customers expect a high level of customer care. Here, we look at social media customer care, and how it can be used to create authentic CX..