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 ...

Consumers’ response to AI and automation is largely positive, but a majority still say humans provide better support, a ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...