Customer Service: Page 5
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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 -
Aneurin Canham-Clyne/CX Dive
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 -
Explore the Trendline➔
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TrendlineCustomer 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 -
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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 -
Stefano Guidi/Getty Images via Getty Images
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 -
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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 -
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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 -
Mario Tama via Getty Images
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 -
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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 -
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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 -
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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 -
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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 -
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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 -
Mario Tama via Getty Images
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 -
Daphne Howland/CX Dive
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 -
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IRS’ Direct File pilot earns high user satisfaction
Nine in 10 users of the free tax filing pilot ranked their experience as “excellent” or “above average,” according to a General Services Administration Touchpoints survey.
By Kristen Doerer • April 29, 2024 -
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IHG taps Salesforce’s CRM to standardize customer data profiles
By unifying its customer profiles across 19 brands, the hotel chain said it can offer customers more tailored experiences.
By Bryan Wassel • April 29, 2024 -
Courtesy of Ally Financial
Ally Financial credits CX for high customer retention rates
Ally maintained an “industry-leading” customer retention rate of 96%, according to its earnings statement.
By Kristen Doerer • April 26, 2024 -
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Companies are asking customer service teams to generate revenue, too
Nearly 9 in 10 leaders are reporting that their teams are expected to deliver more revenue through upselling, cross-selling and customer retention, Salesforce found.
By Bryan Wassel • April 23, 2024 -
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Why calling customer service has so many ‘speed bumps’
Sometimes pressing “zero” repeatedly or saying “agent” over and over isn’t enough to redirect the line to a live person.
By S.L. Fuller • April 22, 2024 -
Courtesy of United Newsroom
United grows NPS despite hit from Boeing groundings
Though the Max 9 grounding cost it $200 million, United pointed to its customer experience wins as a bright spot that will carry the company forward.
By Kristen Doerer • April 18, 2024 -
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Solution to patchwork of state data-privacy laws shows promise
By mostly preempting state laws, the American Privacy Rights Act would give companies a much-needed roadmap for compliance, privacy specialists say.
By Jessica Mach • April 17, 2024 -
Daphne Howland/CX Dive
L.L. Bean cuts call center hours as more customers turn to self-service
The changes are in response to long-term customer trends, not current business conditions, the retailer told CX Dive.
By Bryan Wassel • April 15, 2024 -
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Deep DiveWhy more tech in stores shouldn’t mean fewer workers
Stores can automate more tasks than ever, including pricing, inventory management and checkout. But for theft prevention, customer service and brand engagement, they need humans.
By Daphne Howland • April 15, 2024 -
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Discover, Mercedes-Benz turn to Google for customer service AI
Google’s Vertex AI platform will power call center agent productivity tools at Discover and self-service options at Mercedes-Benz.
By Bryan Wassel • April 9, 2024 -
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Call centers must maintain security, trust as they implement AI, experts say
Data privacy and consumer trust are top-of-mind concerns as CX leaders roll out AI-powered customer service.
By Bryan Wassel • April 4, 2024
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