eCommerceNews US - Technology news for digital commerce decision-makers
United States

Customer service Stories - Page 50

Global Stories

Customer service stories

How organisations can upgrade an ERP system that's no longer working for the business
Enterprise Resource Planning

How organisations can upgrade an ERP system that's no longer working for the business

Outdated ERP systems hinder businesses, causing inefficiencies and slow growth; upgrading to tailored, cloud-based solutions can enhance performance.

By Josh McHugh-Cullen • 3 min read • Thu, 21st Nov 2024
UK firms risk GBP £4.5bn losses due to poor service
Customer Experience

UK firms risk GBP £4.5bn losses due to poor service

UK businesses could face losses of up to GBP £4.5 billion during the holiday season due to inadequate customer service, new research by Qualtrics reveals.

By Sean Mitchell • 3 min read • Wed, 20th Nov 2024
CoinFlip Wallet launches in Australia & New Zealand
Crypto

CoinFlip Wallet launches in Australia & New Zealand

CoinFlip has launched its Wallet service in Australia and New Zealand, enhancing the ease of cryptocurrency transactions for users in the region.

By Melania Watson • 3 min read • Tue, 19th Nov 2024
Sinch earns Tier One for A2P SMS excellence in ROCCO report
Artificial Intelligence

Sinch earns Tier One for A2P SMS excellence in ROCCO report

Sinch has been awarded a Tier One ranking in the ROCCO 2024 A2P SMS Market Impact Reports for its excellence in customer communications technology.

By Melania Watson • 2 min read • Tue, 19th Nov 2024
Banks lead industries in adoption of generative AI technology
Risk & Compliance

Banks lead industries in adoption of generative AI technology

A report reveals that 60% of banking leaders are integrating generative AI technology into operations, outpacing other sectors in adoption rates.

By Shannon Williams • 4 min read • Tue, 19th Nov 2024
Zendesk unveils AI Dynamic Pricing Plan for flexibility
Customer Experience

Zendesk unveils AI Dynamic Pricing Plan for flexibility

Zendesk unveils its AI Dynamic Pricing Plan, enabling businesses to flexibly invest in AI and automation to meet evolving service needs.

By Kaleah Salmon • 3 min read • Fri, 15th Nov 2024
Mitel & Talkative enhance AI capabilities in call centres
Customer Experience

Mitel & Talkative enhance AI capabilities in call centres

Mitel has partnered with Talkative to enhance its contact centre solutions through AI, aiming to improve customer interactions and operational efficiency.

By Catherine Knowles • 3 min read • Fri, 15th Nov 2024
Contact centres in 2025: Balancing AI with human empathy
Unified Communications

Contact centres in 2025: Balancing AI with human empathy

The contact centre industry is poised for transformation in 2025, with a predicted rise in demand for human interaction as consumer preferences shift.

By Catherine Knowles • 4 min read • Thu, 14th Nov 2024
Zendesk unveils AI dynamic pricing for flexible integration
Customer Experience

Zendesk unveils AI dynamic pricing for flexible integration

Zendesk has launched a pioneering AI Dynamic Pricing Plan, allowing businesses to flexibly integrate AI and human agents, enhancing customer service strategies.

By Imee Dequito • 3 min read • Tue, 12th Nov 2024

Stories from Other Regions

Customer service stories

SAS campaigns for anti-fraud AI during awareness week
Data Analytics

SAS campaigns for anti-fraud AI during awareness week

SAS teams up with the Association of Certified Fraud Examiners to advocate for anti-fraud AI during International Fraud Awareness Week amid rising fraud tactics.

By Sean Mitchell • 2 min read • Thu, 21st Nov 2024
Decision Inc. acquires ProQuest to enhance AI & Salesforce
Digital Transformation

Decision Inc. acquires ProQuest to enhance AI & Salesforce

Decision Inc. has acquired ProQuest Consulting, enhancing its consultancy offerings and boosting its team in Australia to nearly 400 employees.

By Kaleah Salmon • 3 min read • Tue, 19th Nov 2024
Australian fleets see benefits from GPS & EV adoption
Cartech

Australian fleets see benefits from GPS & EV adoption

A new report reveals that 75% of Australian fleets now use GPS tracking, with 67% reporting reduced costs and 21% lower fuel consumption.

By Sean Mitchell • 2 min read • Tue, 19th Nov 2024
Australian firms risk $71 billion due to poor service
Customer Experience

Australian firms risk $71 billion due to poor service

Qualtrics' study reveals Australian businesses risk losing AUD $3.8 billion in sales this holiday season due to poor customer experiences, stressing urgent improvements.

By Melania Watson • 3 min read • Tue, 19th Nov 2024
Australian telecom complaints reach record low levels
Unified Communications

Australian telecom complaints reach record low levels

Complaints to Australian telecoms have plummeted to record lows, averaging just 2.7 per 10,000 services, signalling improved customer satisfaction.

By Melania Watson • 2 min read • Thu, 14th Nov 2024
Peak Insight appoints new CEO & GM of sales in Australia
Customer Experience

Peak Insight appoints new CEO & GM of sales in Australia

Peak Insight has appointed Stefano Pesic as CEO and Steven Kruize as General Manager of Sales to enhance its strategy and customer service in Australia.

By Imee Dequito • 3 min read • Tue, 12th Nov 2024
Softsource vBridge acquires TLC to form major IT group
IT services

Softsource vBridge acquires TLC to form major IT group

Softsource vBridge has acquired The Laptop Company in a bid to form one of New Zealand's largest privately-owned IT groups, boosting service capabilities.

By Kaleah Salmon • 3 min read • Mon, 11th Nov 2024
Royal Holloway partners with IPI for Clearing support
Unified Communications

Royal Holloway partners with IPI for Clearing support

IPI is collaborating with Royal Holloway, University of London, to bolster its Contact Centre during the crucial Clearing and Confirmation period.

By Catherine Knowles • 3 min read • Thu, 7th Nov 2024
AI chatbots in Australia need human touch for empathy
Customer Experience

AI chatbots in Australia need human touch for empathy

Australian firms are increasingly using AI chatbots for customer service, but experts warn that technology lacks the emotional intelligence of human agents.

By Shannon Williams • 3 min read • Thu, 7th Nov 2024