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 ...

Using video for online customer service helps you take something that’s traditionally a marketing channel and turns it into something that truly gives back to your customers. Not only will you be ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. The reason this is newsworthy is we don't see brands publishing ...

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 ...

CAMPBELL, Calif.--(BUSINESS WIRE)--8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced the upcoming availability of native ...

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 ...

It's been two years since Amazon introduced the Mayday Button, allowing users of its Kindle Fire HDX tablets to connect via video chat to live customer service agents. The online retailer also ...

Supporting consumers trying to get their heads round their new electronic device is a priority for global brands like Samsung at any time. How are you going to make it work when all your support team ...

“At Olark, we do All Hands Support. Not just because we need to do support, but because we want everyone in the company to get to know customers. We’re all human beings: we all feel; we all want; we ...

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 ...