Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

We need to empower customer service staff to actively think and provide them with the tools and opportunities to act on their real-world observations and insights. By applying the simple hack of ...

The best, most iconic businesses seem to be obsessed with fostering a positive customer experience. They scrutinize every aspect of their businesses—from employee training to brick-and-mortar ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...

Customer service email may not attract as much attention as chatbots or AI-powered support tools, but it remains one of the most reliable channels organizations use to communicate with customers. For ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Earlier this month, Uber cut about 10 percent of its customer support team as part of a broader effort to “simplify operations, strengthen in-person collaboration, and continue to embrace AI,” a ...