Customer Service Articles

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..

For CX professionals, a Voice of Customer (VoC) platform is a critical intelligence hub that allows organizations to bridge the experience gap. Here is our definitive list of the top 10 VoC platforms leading the charge in 2026..

No matter how perfect your product or streamlined your service, things will occasionally go wrong. When they do, the difference between losing a customer forever and turning them into a loyal advocate lies in how the complaint is handled..

As the holiday season concludes, new data from AI-native customer experience (CX) leader Ada suggests that the returns process has become a “make or break” moment for brand loyalty..

Returns rarely get the spotlight. New customer acquisition does. Conversion rates do. Average order value does. But returns? They tend to live in the operational background, framed as a cost center or a necessary headache..

For VPs of Operations and Customer Support leaders caught between shrinking budgets and expanding mandates, the decision about what to outsource and what to retain has become one of the most strategic choices..

AI will enable “infinite” customer conversations and position the contact centre as the strategic heart of business intelligence. Stuart Dorman of Sabio reveals how AI will transform contact centres into strategic powerhouses..

Business leaders are under increasing pressure to prove that every dollar spent on CX technology, personnel, and training translates directly to the bottom line. Learn how to maximize CX ROI in 2026..

In an era dominated by chatbots and AI-driven support, it is easy to assume that technology is the sole future of customer service. However, the most memorable customer experiences are almost always human..

Five9 has announced an expansion of its partnership with Google Cloud, debuting a new joint Enterprise CX AI solution designed to help large-scale organizations deliver seamless, AI-driven customer experiences..

Resolving support incidents quickly is not just about clearing a ticket queue; it is a fundamental component of business growth. Long wait times lead to poor customer experiences, which correlate with lower sales..

Every time a customer interacts with your brand, they leave a trail. They might click a link in an email, linger in a specific aisle of your store, abandon a cart, or leave a review on a third-party site. These are customer signals..

Customer service, support and care have become decisive competitive battlegrounds for organisations. Outsourcing to the Philippines is evolving beyond cost reduction into a strategic CX operating model..

How does a growing business staff a 24-hour operation without exhausting its budget or its team? This article explores practical strategies to bridge the gap between business hours and customer needs..

Intelligent Routing and Unified Context ensure customers reach the right person immediately and that the agent knows exactly how to help. Here we take a deep dive into this transformational technology..

Real-time video chat has become a powerful differentiator. It combines the convenience of digital channels with the empathy and effectiveness of face-to-face interaction. Here are ten ways video chat can elevate your service..

Many companies are looking at an AI communication platform to handle messages, answer basic questions and support people during busy hours. It helps conversations move without long delays..

Answering calls quickly isn’t enough. Today’s call center performance is measured by how well service quality and customer experience work together. And when one of those breaks down, the entire operation feels it..

The aspect of regular monitoring is key in fleets, and the selection of the tracking platform is a significant factor in the efficiency of the monitoring. As the vehicles travel in various areas, with varying workloads..