Bon Adamson is a writer with a passion for technology and help desk experience, with a particular interest in Apple's product ecosystem. Bon has been writing for the majority of his life. He is ...

When it comes to customer service, people don't always get the treatment they expect. A recent incident with a Verizon representative highlights the perfect collision between poor customer service and ...

eBay has begun testing a new instant-messaging-based customer support feature. The feature, which eBay will test for the next eight weeks, enables people to chat with customer service representatives ...

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 ...

Of all the fields in the chatbot-crazed world, customer service is one of the prime targets for automation. virtual customer agents (customer service-focused bots, or VCAs) are intelligent systems ...

Every business these days should have a website that is easily accessible to customers. One of the best reasons to launch a website if you haven’t already is that this is probably one of the most ...

Chatbots used for customer interactions leave most people more irritated than amazed. My recent experiences with artificial intelligence-powered chatbots, especially those used for customer support, ...

Live chat software services first emerged in the early 2000s, but struggled to gain traction at first, as customers were more comfortable speaking to a representative directly. However, the technology ...

Forbes contributors publish independent expert analyses and insights. I write about the impacts of computing & technology in manufacturing. This article is more than 5 years old. Chat bots are ...

Have you ever been stuck in an endless loop of useless interaction with a customer support agent, or worse yet, a chatbot that just doesn’t get it? I certainly have and it’s sometimes enough to make ...

Apple is working on a way to bring businesses to the iMessage platform, in order to answer customer questions, offer customer service and even perform transactions. Though not announced at WWDC, a new ...