customer support

Customer operations platform Front is better known for its omnichannel inbox that lets you aggregate all customer conversations in a single view — emails, chat conversations, SMS, social media messa

Working in customer support often means navigating disjointed tools to find data and solve issues. However, many of these actions are routine and repeatable, making them ideal candidates for automatio

Meet Plain, a new startup that wants to reinvent support tools. While the customer support space is a competitive industry with big tech companies like Intercom and Zendesk, Plain believes it has a di

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

Assembled, which bills itself as a workforce management platform for customer support teams, today announced that it raised $51 million in a Series B funding round led by New Enterprise Associates, wi

As you scale and onboard employees, make sure they know their importance — emphasize the stakes in their role related to the business and value that responsibility.

Artificial intelligence is becoming an increasingly common part of how customer service works — a trend that was accelerated in this past year as so many other services went virtual and digital

The longer we continue to work with either all or part of our teams in remote, out-of-physical-office environments, the more imperative it becomes for those teams to have some tools in place to keep t

From the point of view of a consumer, customer service sometimes feels like a monolith, but behind the scenes it can be a very fragmented business, with dozens of companies providing various different

Dixa, the Danish customer support platform promising more personalised customer support, has acquired Melbourne-based “knowledge management” SaaS Elevio to bolster its product and technolo

When people reach out to customer service, they’re seeking more than a solution to their immediate problem. They want empathy and understanding.

Customers don’t just forget about the companies that treated them well — and post-crisis, they’ll be more likely to return to the vendors who gave them a good experience.

Directly, a startup whose mission is to help build better customer service chatbots by using experts in specific areas to train them, has raised more funding as it opens up a new front to grow its bus

Last December, when CRM startup Kustomer was announcing its latest round of funding — a $60 million round led by Coatue — its co-founder and CEO Brad Birnbaum said it would use some of th

CRM has for years been primarily a story of software to manage customer contacts, data to help agents do their jobs, and tools to manage incoming requests and outreach strategies. Now to add to that w

CRM software accounts for one-quarter of all enterprise IT spend. But ironically, while a lot of money is spent on platforms like Salesforce or SAP to manage incoming calls and outgoing marketing and

Airbnb's Global Product Director of Customer and Community Support, and Carta's Head of Enterprise Relationship Management share how companies should be thinking about customer service.

One of the bigger developments in customer services has been the impact of social media — both as a place to vent frustration or praise (mostly frustration) and — especially over messaging

Customer engagement service Freshworks, which was valued at about $1.5 billion in its last funding round, today launched Omniroute, the latest product in its portfolio of tools for customer service ag

I know first-hand how frustrating it is to get locked out of your Google account and lose access to much of your online life. I got locked out of my Google account six years ago and it wasn’t un