Of all the fields in the chatbot-crazed world, customer service is one of the prime targets for automation. virtual customer agents (customer service-focused bots, or VCAs) are intelligent systems ...

We all know that customer service is a core space where companies can improve to maintain an edge against their competitors. An article from Zendesk highlights "51 customer service statistics you need ...

Bon Adamson is a writer with a passion for technology and help desk experience, with a particular interest in Apple's product ecosystem. Bon has been writing for the majority of his life. He is ...

eBay has begun testing a new instant-messaging-based customer support feature. The feature, which eBay will test for the next eight weeks, enables people to chat with customer service representatives ...

Forbes contributors publish independent expert analyses and insights. I write about the impacts of computing & technology in manufacturing. This article is more than 5 years old. Chat bots are ...

Customer service chat is a staple of most online retailers. Rather than pulling up a phone app, figuring out what number to dial, and waiting on hold for hours, the response time of a chat system is ...

On the last day of WWDC, Apple detailed Business Chat, its new enterprise customer support platform for iOS 11, leveraging iMessage Apps introduced in iOS 10 as well as integration with Maps, Safari ...

When it comes to customer service, people don't always get the treatment they expect. A recent incident with a Verizon representative highlights the perfect collision between poor customer service and ...