Today’s customers prefer to self-serve over queuing on support calls. A study by Microsoft on the State of Global Customer Service found that 63% of customers under 35 go online to look for customer ...

What matters most to modern customers? Convenience and efficiency. Instead of waiting to get answers or working through cumbersome phone systems, customers want self-service options to quickly find ...

As brick-and-mortar retailers, we must never lose sight of what the average customer wants. Keeping tabs on shoppers' most pressing needs is, more than anything else, the recipe for success. Based on ...