Customer Service: Page 3
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How Pegasystems overhauled customer support using its generative AI tool
Implementing "Support Buddy" has helped the company see a 65% reduction in tickets that customer support teams have to address, CIO David Vidoni said.
By Rosalyn Page • June 17, 2024 -
How pricing intersects with CX
Not all businesses consider pricing a function of customer experience. But one typically impacts the other.
By S.L. Fuller • June 13, 2024 -
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 -
EBay looks beyond transactions to deliver personalized customer service
“Once I know who you are, what you need help with, I can figure out what the best experience is going to be for you,” eBay’s Dan Leiva said.
By Bryan Wassel • June 11, 2024 -
How engaged employees can become evangelists for new tech rollouts
Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.
By Bryan Wassel • June 6, 2024 -
Business leaders called to reinvigorate connections with remote call center agents
“Even when people don't say it, they yearn for connection,” Shipt's Mark Killick said.
By Bryan Wassel • June 5, 2024 -
Microsoft enters contact center market with generative AI assistant
The Dynamics 365 Contact Center Copilot is a step into an established vendor marketplace that includes AWS, NICE and Genesys.
By Kristen Doerer • June 5, 2024 -
Stellantis names chief customer experience officer
Olivier Bourges is tasked with making Stellantis the top automaker in customer service as part of the company’s Dare Forward 2030 strategic plan.
By Kalena Thomhave • June 4, 2024 -
Best Buy balances tech and staff investments to boost customer experience
The retailer expects AI-powered review filters, personalized app home screens and dedicated staff in certain departments to improve shopping experiences.
By Bryan Wassel • June 3, 2024 -
‘They feel like they got tricked’: How tipping requests can hurt customer relationships
Consumers are being asked to tip more often and for more services than they were in the past. It’s leaving them with a bad taste in their mouths.
By Lisa Scherzer • June 3, 2024 -
How leaders can reassure agents in the AI-powered contact center
Call center leaders can alleviate fears of how AI will impact agents’ jobs by educating and training them about what their more complex roles will entail.
By Bryan Wassel • May 30, 2024 -
Airline CX shines over Memorial Day weekend despite record air travel
While customers had to deal with weather-related delays this Memorial Day weekend, airlines were able to keep cancellation rates low and largely delivered on factors within their control.
By Kristen Doerer • May 29, 2024 -
Cash App aims to add more features, improve customer service
Block’s Jack Dorsey wants to improve Cash App’s customer service experience in order to entice more users to make it their primary bank.
By James Pothen • May 28, 2024 -
Inside CosMc’s: Slow drive-thru service may undercut customization’s perks
McDonald’s spinoff brand, which targets Gen Z with highly caffeinated drinks and snacks, is a “learning lab” that needs work to compete with legacy QSRs.
By Aneurin Canham-Clyne • May 23, 2024 -
Spirit, Frontier eliminate change fees to compete with legacy carriers
The budget airlines eliminated change fees in an effort to offer customers greater flexibility and keep up with competition.
By Kristen Doerer • May 21, 2024 -
Amazon cuts global customer service staff by less than 1%
The company said it reduced its global customer service team in an effort to shrink the distance between customers and customer service leaders.
By Bryan Wassel • May 17, 2024 -
Verizon harnesses AI for better experiences, but associates still take point
Generative AI is helping in-store associates find answers to 95% of customer inquiries, according to Verizon.
By Bryan Wassel • May 15, 2024 -
Call center agents feel the pressure, and it’s hurting customer service
High stress leads to poor customer service and burnout, but call centers have options to relieve the burden on agents.
By Bryan Wassel • May 15, 2024 -
Airlines sue to block DOT ‘junk fees’ rule
While the Department of Transportation says its rule will protect customers from surprise fees, U.S. airlines argue such regulations will confuse consumers.
By Kristen Doerer • May 14, 2024 -
Senate Democrats push to keep call center jobs in US
The bill would require companies that transfer call center operations overseas to notify the Department of Labor or face fines, among other penalties.
By Bryan Wassel • May 13, 2024 -
Call center data security can be complex. Here’s how to keep information safe.
Specialized agents and well-trained chatbots are essential to keep customer data safe, experts say.
By Bryan Wassel • May 13, 2024 -
Call center agents feel overwhelmed, but research shows tech can offer relief
Tools can help agents navigate complex policies and better understand customer inquiries, leading to better satisfaction, according to Deloitte Digital.
By Bryan Wassel • May 8, 2024 -
Chime dinged by CFPB for delayed customer refunds
“When Chime discovered the issue, we worked with our vendor to resolve the error and issued refunds to impacted consumers,” a Chime spokesperson said, noting most issues occurred in 2020 and 2021.
By Gabrielle Saulsbery • May 8, 2024 -
Ford invests in dealer education to improve customer experience
With Ford University, the automaker is banking on highly informed dealers to serve as guides to customers throughout the buying process.
By Kristen Doerer • May 3, 2024 -
Airline staffing and customer satisfaction reach new highs. It’s no coincidence.
“Three of the four factors of why airlines are doing well have to do with employees,” a Deloitte Digital analyst said.
By Kristen Doerer • May 2, 2024 -
J. Jill to elevate customer service in some stores
The retailer’s multifaceted “One Wardrobe. No Limits” effort is based on research revealing women’s frustration with the clothes in their closets.
By Daphne Howland • April 30, 2024