customer support

As AI becomes a new customer-service touchpoint, brands must use automation to remove friction while keeping human support accessible when customers need it most.

The focus in too many analyst conversations and product roadmaps is on model capability – what features shipped this week, which frontier model powers what. But the companies that win won't be measured on features; they'll be measured on customer satisfaction, says Victor Belfor, Global VP, Business Development & Strategic Partnerships, 8x8.

New ServiceNow research reveals that customers in the UAE lose more than 10 million working days a year navigating slow customer service

Stragnell explains why speed, simplicity, and frictionless journeys are critical to retaining customer focus.

Agentic AI is redefining customer support by delivering personalised, reliable experiences at scale—building loyalty through speed, memory, and meaningful interactions.

From creating a strong customer feedback loop to leveraging real-time ticket categorisation, AI is revolutionising customer support.

Customers want hybrid CX solutions, employees want a hybrid work model, and the industry leaders are reeling with a slew of challenges. The traditional nine to five model might as well be dead, and it’s about time. Feeding the baby while making a work call, having a meal while analysing data, or filing a story […]

Calix has integrated its Support Cloud with the iVUE trouble management solution from National Information Solutions Cooperative (NISC). The Support Cloud/NISC integration gives customer support representatives at broadband service providers (BSPs) faster access to the information they need to resolve subscriber issues. As an integral part of the NISC Enterprise System, its trouble management solution […]

Martechvibe pits the two platforms, Hopin and vFairs, against each other on various factors, including user experience, customer support, security, data analytics. The global webinars and virtual events market, which was $1.57 billion in 2020, will reach $4.44 billion in 2025. Despite the post-pandemic return to normalcy, as per research estimates.  Moreover, a Grand View […]

It’s not about a takeover by robots. If anything, robotic process automation or RPA helps the contact centre agent focus on more meaningful tasks by taking on repetitive chores.  Marketers have long known the importance of customer support in sealing loyalty or pushing the customer towards the nearest competitor. It may not be the sexiest […]