Consumers whose complaints are handled well by a company become loyal customers and spread positive word-of-mouth. Yet too many companies fail at complaint handling and then fail again in responding ...

A Pied Piper study of major home services brands evaluated 3,211 retail locations using Lead Handling Effectiveness™ (LHE™) to measure how effectively they handled new customer inquiries via phone, ...

Editor’s Note: This article originally appeared on YourSource News (YSN), the official blog of BrandSource parent AVB Inc, and is reprinted with permission from the authors. Let’s face it: Every ...

In 2025, the integration of artificial intelligence into support engineering has revolutionized customer service, enabling companies to provide efficient, personalized and round-the-clock assistance.

14.3% of customers don’t say they’ve had a bad experience (2). Therefore, it’s important to connect users who do say something to users exhibiting the same behavior. Is it still 14% of your visitors ...

One of the obvious uses of generative AI is customer-facing chatbots. If you’ve ever had a frustrating interaction with a chatbot that is not particularly helpful, take heart because, with tools like ...

You worry AI will send cold, automated responses to customers. Complex complaints need human empathy. Your fear is valid. PwC research shows one bad experience causes one-third of customers to leave a ...

Average handle time is not obsolete and probably won't become obsolete, but it must be used properly to achieve appropriate outcomes. Historically, average handle time, or AHT, has been one of the ...