Talla is taking aim at the customer service industry with its latest release, an AI-infused knowledge base. Today, the company released version 2.0 of the Talla Intelligent Knowledge Base. The company ...

With the growing importance of complete customer service initiatives, especially in vertical industries like healthcare, financial services, government, and telecommunications, contact center agents ...

Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...

In most large organizations, the SEO function sits within the marketing branch – and for good reason. Quality SEO strategies are often focused on increasing awareness traffic or improving the number ...

Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention. In my last article, I wrote about the importance of the ...

Successful omnichannel retailers provide seamless and consistent brand experiences ― which include customer self-service ― regardless of how and where along the path to purchase customers choose to ...

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 ...

Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...