Self-service customer service isn’t a tactic to offload customer service volume, but a real contact channel that is critical to a new generation of customers today.

Even with best efforts to deliver exceptionally great customer service, some customers refuse to be content even when given the best service you can offer.

Social media is an effective way to improve the customer experience, and get the word out on specials from your business during the holidays.

Your customer service actions are all for naught unless you focus on the factors that create real positive customer experience impact for your customers.

While many retailers may have embraced multi-channel shopping, the idea of multi-channel customer service is often overlooked, despite playing a vital role.

A study of more than 8,000 consumers showed that 74 percent of customers use at least three channels when interacting with customer service.