Customer Service

Ada, a Toronto-based customer service automation startup, has been around long enough to predate the use of large language models in its solutions, but today the company is announcing a new suite of t

It was a terrible year for customer service. As a result, customer experience, something we've been hearing about for years, suffered.

A company may have a good contact center, but ideally they are able to help customers before they need to make a call. Operative Intelligence helps contact centers figure out what customers want more

AWS introduced Amazon Connect, its customer service-oriented product, some years ago, putting it smack dab in the middle of enterprise applications. It also places the company in the position of compe

A notable changing of the guard is afoot at Intercom, the unicorn SaaS startup that powers the ubiquitous smiley customer service bots that sit on tens of thousands of company homepages: The company h

There’s no such thing as a perfect onboarding experience. But when done right, the impact of good onboarding can be massive.

Gorgias' technology brings all of the channels that shoppers use to contact online stores into one feed for each company.

Many Big Tech companies are notoriously hard to get a hold of when running into any sort of problem. Yet, consumer-facing startups excel at customer support with far fewer resources.

Aisera, a startup developing what it describes as an “AI-driven” support ticketing system, today announced that it raised $90 million in Series D funding led by Goldman Sachs with particip

Customer service is a huge industry. Meanwhile, across many sectors, employees remain hard to find, so it’s no surprise that a lot of startups have emerged to help companies offer a better exper

Maybe now, as Zendesk goes private, it can take a deep breath and get back to work outside of the white-hot public investing spotlight where activist investors can lurk, sometimes wreaking havoc.

Zendesk has had a difficult time over the last several months. It has been hounded by activist investors, Jana Partners. It turned down a $17 billion acquisition in February believing it was worth mor

In the customer service arena in particular, enterprises are facing a historic labor shortage. Owing to burnout, flexibility and customer satisfaction challenges, agents are quitting at a faster rate

Does the spurned $17 billion offer from earlier this year appear more attractive in light of the current downturn? Sure, but enough to put Zendesk's decision to decline in doubt? Let’s find out.

The founders of DigitalBrain have quite a back story. A pair of immigrants living in a hacker house in San Francisco, the two paid bills for a time by competing at hackathons and winning. When they ca

The U.S. has named a Venezuelan cardiologist as the alleged mastermind behind the notorious Thanos ransomware. According to the U.S. Justice Department, Moises Luis Zagala Gonzalez, 55, created and di

Zoom swung for the fences last summer when its stock value was soaring, offering almost $15 billion to buy Five9 to get into customer service. Eventually the deal fell apart when the stock price plung

During the pandemic especially, it’s become overwhelming for small- and medium-sized businesses (SMBs) to answer all of their customer service requests. A Freshworks survey found that companies

The customer experience is one of the most important focus areas for businesses. According to PwC, among all customers, 73% point to experience as an important factor in their purchasing decisions, be

Automating customer service tasks, particularly those that require agents to speak with customers on the phone, is something of a holy grail in the enterprise. According to a survey by OnePoll commiss