Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. This article is more than 4 years old. Four years ago I spoke ...

To really build customer satisfaction, increase year-over-year growth and improve your brand, you need customer service and support that’s just as hyped as your products and services. If either of ...

SAP Customer Experience Vice President Volker Hildebrand explains how companies can deploy machine learning for predictive maintenance and more proactive customer service in this clip from CRM ...

ISM, Inc. President Barton Goldenberg explains the importance of having a clear understanding of who your customer is to effective CRM in this clip from CRM evolution 2018. Barton Goldenberg: Imagine ...

STAMFORD, Conn.--(BUSINESS WIRE)--A live video tool that allows businesses and their customers to look through a smartphone camera together for technical support won the ISG Startup Challenge at the ...

SEATTLE--(BUSINESS WIRE)--Global cloud communications platform Infobip has launched live video support to help businesses resolve customer queries more quickly and shorten customer wait times.

Rolled out in 2013, the Mayday video chat feature gave Fire tablet users access to a live rep on screen who could control and annotate the screen for assistance. (Amazon Photo) Amazon is pulling the ...

When was the last time you used video or screen-sharing? Perhaps just today at a work meeting or over the last weekend when calling a distant relative or a child away at college? Or -- let’s be ...