Customer Service

  • A phone featuring the Facebook and Instagram apps.
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    Kenneth Cheung via Getty Images
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    How consumers are using social media for holiday customer service

    Facebook is the most common platform for customers contacting brands through social media, with Gen Z leaning toward Instagram.

    By • Nov. 15, 2024
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    Edwin Lopez/CX Dive
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    Locked-up products give shoppers cold feet, study finds

    A Numerator study found 27% of shoppers will switch retailers or abandon their purchase altogether when merchandise is locked up.

    By Howard Ruben • Nov. 11, 2024
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    Brandon Bell via Getty Images
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    Trendline

    Customer service

    In this Trendline, CX Dive explores how customer service is evolving to fit the needs of the modern businesses and demands of today’s customers.

    By CX Dive staff
  • Close-up of customer service representative wearing wireless headset working on desktop computer in call center.
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    simonkr via Getty Images
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    Most consumers prefer live agents for customer service, survey finds

    Nearly half of consumers say they don’t trust information from chatbots. Transparency and guardrails are key to building that trust, experts say.

    By • Nov. 1, 2024
  • A photo illustration of Kamala Harris and Donald Trump shoulder to shoulder facing away from each other. The background is a purple wave with a grid gradient.
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    Photo illustration: Industry Dive; Joe Readle/Getty Images; Brandon Bell/Getty Images

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    As Election Day approaches, what’s the future of federal CX?

    While both Vice President Kamala Harris and former President Donald Trump have a record of supporting federal CX initiatives, they have differing priorities.

    By • Oct. 31, 2024
  • FCC Chairwoman Jessica Rosenworcel testifies during her nomination hearing in front of the U.S. Senate.
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    Chip Somodevilla via Getty Images
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    FCC opens review of customer service practices of cable, phone companies

    “No one should get stuck in a doom loop trying to cancel a subscription or just get a human being to help resolve their service problems,” FCC Chairwoman Jessica Rosenworcel said Wednesday.

    By • Oct. 25, 2024
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    fizkes via Getty Images
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    Deep Dive

    What the FTC’s ‘click-to-cancel’ rule means for customers

    Canceling a subscription can prove frustrating for consumers. Will the Federal Trade Commission’s new regulation improve their experience?

    By • Oct. 22, 2024
  • A customer service or call center employee sits at a desk while using a laptop, headset with microphone and monitor.
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    alvarez via Getty Images
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    Customer service company TTEC faces lawsuit alleging labor violations

    The class-action lawsuit claims that remote customer service agents had to purchase their own equipment without proper compensation, resulting in lost overtime wages.

    By • Oct. 18, 2024
  • FTC regulation
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    Gorodenkoff via Getty Images
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    FTC unveils final ‘click-to-cancel’ rule for consumers

    The agency rule targeting recurring payments comes amid a broader effort by the Biden administration to reduce consumer “junk” fees.

    By Justin Bachman • Oct. 16, 2024
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    iStock / Getty Images Plus via Getty Images
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    Zendesk, Zoom unveil AI voice tech for contact center operations

    The two providers separately unveiled automated upgrades to their solutions as vendors continue to shift toward AI-based customer support.

    By • Oct. 14, 2024
  • AWS CEO Adam Selipsky delivers a keynote address during AWS re:Invent 2023, at The Venetian Las Vegas on November 28, 2023, in Las Vegas, Nevada
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    Courtesy of AWS
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    How Brightcove leveraged generative AI to transform customer support

    Streaming services provider Brightcove prides itself on delivering excellent customer service and adopted Amazon Q to enhance its support operations.

    By Rosalyn Page • Oct. 14, 2024
  • A worker takes orders from customers in the drive-thru lane at a Chick-fil-A restaurant.
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    Scott Olson via Getty Images
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    Study: Chick-fil-A leads in drive-thru satisfaction, Taco Bell in speed

    Intouch Insight’s drive-thru study found across-the-board improvements in chains’ speed. The firm added Raising Cane’s to its ranking for the first time.

    By Aneurin Canham-Clyne • Oct. 11, 2024
  • A person calls customer service on their cell phone
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    fizkes via Getty Images
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    Voice technology can drive customer service efficiency, but barriers remain

    The technology can enable faster customer service, but inaccuracy and trouble processing accents remain significant barriers to usage.

    By • Oct. 11, 2024
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    Emily Elconin via Getty Images
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    Front-line managers are struggling to find quality workers for holiday season, Axonify says

    Managers are feeling increased burnout going into the holidays, and more than a third have considered quitting during the last two months.

    By Carolyn Crist • Oct. 8, 2024
  • A traveler walks past a Southwest Airlines airplane as it taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
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    Kevin Dietsch via Getty Images
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    Southwest lays out fresh offerings to meet customer and investor demands

    The company unveiled a plan to meet customers’ evolving preferences while maintaining core policies, like free bags, that have differentiated the airline.

    By • Sept. 27, 2024
  • A frustrated man talks on the phone with customer service while looking at his laptop.
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    fizkes via Getty Images
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    Customers don’t want to call back — they want first-contact resolution

    Long wait times and repetitive customer service calls rank among consumers’ top pet peeves, a Ujet and ContactBabel survey found.

    By • Sept. 26, 2024
  • OpenAI CEO Sam Altman on stage at a T-Mobile event.
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    Courtesy of T-Mobile
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    T-Mobile, OpenAI to equip customer care agents with AI platform

    The IntentCX platform will dig through existing information, as well as real-time customer intent data, to power better customer service outcomes.

    By • Sept. 19, 2024
  • A person with a kid in a stroller walks past a bank branch while looking at their phone.
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    Spencer Platt via Getty Images
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    Consumers want to bank digitally, but quality service remains key

    Banks need to provide a capable mobile application and quality customer service, a Motley Fool Ascent survey found.

    By • Sept. 19, 2024
  • A warm-tinted room with beauty products on display tables and on shelves on the wall.
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    Courtesy of L'Occitane en Provence
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    L’Occitane opens Manhattan boutique, plans more store openings this fall

    The brand is trying to create unique experiences for customers in-store, offering facials and hand massages alongside other services.

    By Tatiana Walk-Morris • Sept. 13, 2024
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    Drew Angerer / Staff via Getty Images
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    TD to pay CFPB $28M for giving credit agencies inaccurate customer data

    TD Bank repeatedly shared inaccurate and negative customer information to consumer reporting companies, the Consumer Financial Protection Bureau said.

    By Caitlin Mullen • Sept. 11, 2024
  • Two women with suitcases check in with a female employee at a hotel front desk.
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    FG Trade Latin via Getty Images
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    Guest satisfaction up at hotels run by third-party management: J.D. Power

    Davidson Hospitality Group had the highest satisfaction scores of other large hospitality management companies, outperforming independently operated ones.

    By Jenna Walters • Sept. 6, 2024
  • Attendees visit the Google booth at CES 2023 at the Las Vegas Convention Center on January 06, 2023 in Las Vegas, Nevada.
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    Alex Wong / Staff via Getty Images
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    Lawsuit alleges Google violated California privacy laws recording Home Depot customer service calls

    The class action suit alleges Google violated California law by recording and analyzing customers' calls to Home Depot customer service without prior authorization.

    By • Sept. 5, 2024
  • An employee wearing a headset sits at a workstation while using a computer.
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    alvarez via Getty Images
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    5 trends shaping the future of customer service

    The call center landscape is shifting. Generative AI, budget considerations, and employee experience initiatives will all shape the future of customer service.

    By • Sept. 5, 2024
  • The Salesforce logo is seen at Salesforce Tower on December 1, 2020 in San Francisco, California.
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    Stephen Lam via Getty Images
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    Salesforce bets on generative AI agents as the future of customer service

    The Agentforce platform, which will publicly launch in October, has found success among early adopters, CEO Marc Benioff said.

    By • Aug. 29, 2024
  • People walk past a sign for the Internal Revenue Service.
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    Chip Somodevilla via Getty Images
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    What brands can learn from government CX initiatives

    Customer experience has become a focal point for many government agencies, offering takeaways for brands looking to prioritize trust.

    By Rosalyn Page • Aug. 29, 2024
  • A person talks to a chatbot on their phone
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    Sitthiphong via Getty Images
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    How chatbots can personalize self-service interactions

    Generative AI chatbots are well-suited to draw on customer metadata and company knowledge bases to personalize self-service experiences.

    By • Aug. 26, 2024