It’s scary to realize how badly poor customer service can affect the customer experience and the overall reputation and profits of brands and organizations. Recent surveys have revealed that just one ...

Living in an era where there’s seemingly a statistic for everything, it can be difficult to truly understand the real value of each data point. You may look at your email count for the day, see it’s ...

Pandemic fatigue has taken its toll, chatbots are gaining ground, but for now the phone is still king of customer service channels. Customer experience has taken on a new level of importance for ...

As building and maintaining customer trust becomes integral to long-term success, US customer experience (CX) leaders are stepping up with new strategies and tools aimed at strengthening brand ...

Social media has greatly enhanced how we communicate with one another, discover new interests and hobbies, find work or business opportunities, and engage with customers who find us through a variety ...

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 ...

With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of ...

Zendesk has been offering customers the ability to track customer service statistics for some time, but it has always been a look back. Today, the company announced a new product called Explore ...

Internal screenshots provided to BuzzFeed by a former Uber customer service representative show the results of queries for the terms rape and sexual assault conducted on Uber’s customer support portal ...