It's no longer much of a shock to see that social media is changing the way many companies are thinking about their customer relationships. (In fact, CRM magazine devoted its entire June issue to the ...

One way to engage customers, ensure customer satisfaction and get results is to build a customer community. Organizations often focus on getting new leads, because that’s where they think the money is ...

With today’s emphasis on personalized individual interactions, building an active customer community can be a game-changer for brands. Here is how to start. With today’s emphasis on personalized ...

I was pleased to see GamesIndustry.biz publish Dale Munk's excellent opinion piece "The Biggest Threat to Online Games" on the importance of customer service. I can only agree with Mr. Munk that poor ...

“For the majority of people, the Internet is now the first place they look for answers,” said Sean O'Brien, EVP Strategy and Communications for PGi. “Like iMeet itself, PGi built the iMeet Community ...

Like any customer service solution, chatbots will never be universally loved. However, there are many customers — especially in the younger generations — who love chatbots and are happy to use them in ...

High-touch customer service is a category of contact center interaction that requires human interaction. It can be contrasted with low-touch customer service, which uses automated phone systems and ...

A customer service manager executes the organizational strategy to support and resolve customer issues and questions. In addition to addressing customer inquiries, the customer service manager also ...