The Internet has fundamentally transformed the way businesses interact with clients and potential customers, allowing companies to process huge amounts of information in shorter periods of time and ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

eGain (OTCBB: EGAN), a leading provider of cloud and on-site customer interaction hub software, today announced it has been positioned by Gartner, Inc. in the "Leaders" quadrant of the "Magic Quadrant ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

eGain's 2010 State of Customer Service Study evaluated multiple aspects of web self-service and contact center customer service of 175 leading enterprises in the U.S. and Canada. These companies are ...

Kana Software, a Silicon Valley-based customer service software company that has been majority owned by Accel-KKR since 2009, has completed its acquisition of Trinicom, a cloud-based Web customer ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Who are the players in web customer service applications? How are they positioned to help you over the long haul? Read this magic quadrant report to find out. Gartner Magic Quadrants are a culmination ...

Customer service sets great businesses apart from the rest by ensuring buyer satisfaction. Happy customers are often repeat customers, requiring no additional cost-of-acquisition expenses. Keeping ...

Dolphin Dynamics has released the new Web Customer Service module for Dolphin Travel Manager. This latest addition to the Dolphin product range empowers travel agents to more effectively compete in ...