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Freshworks Acquires AnsweriQ, Targeting Larger Businesses with Enterprise Scale AI Customer Service Offerings

AnsweriQ CEO Pradeep Rathinam Joins Freshworks as Chief Customer Officer to Maximize Customer Success Freshworks Inc., the customer engagement software company, announced the acquisition of AnsweriQ Inc., a provider of ML and AI for larger enterprises that want to better serve their customers. AnsweriQ complements Freshworks' AI engine, Freddy, by enabling enterprise organizations to fully leverage their existing customer data to scale self-service experiences and automate complex customer workflows. AnsweriQ's unique ML…

Hosting Service HOUST Takes up Residence in Talkdesk Cloud for Customer Service Solutions

Reliability, comprehensive reporting and analytics are crucial to HOUST implementing Talkdesk Enterprise Cloud Contact Center across 19 offices worldwide to Talkdesk, Inc., the cloud contact center for innovative enterprises, announced HOUST selected Talkdesk to power its Client Success and Guest Support teams. Formerly Airsorted, HOUST is a property management company using technology to create an infrastructure for the fast-growing sharing community. HOUST makes hosting through Airbnb, Booking.com, Expedia and HomeAway,…

Citizens Willing to Share Personal Data with Government in Exchange for Enhanced Customer Services, Accenture Survey Finds

The majority of citizens are willing to share personal information with government agencies in exchange for better service, according to a global study issued today by Accenture. The study — based on a survey of more than 6,500 respondents across 11 countries in Europe, North America and Asia Pacific — found that just two-fifths (41%) of respondents were satisfied with the level of interaction received from government departments over the last year, and more than half (58%) said they are not aware of a way to share…

Cover Chooses Twilio Flex to Power its Customer Service Experience

The mobile insurance platform experienced 57% faster response time and an 8% higher resolution rate since making the switch to Twilio Flex Twilio, the leading cloud communications platform, announced that Cover has selected Twilio Flex to power its customer communications. Twilio Flex, a programmable contact center platform, gave Cover the control to build a customized contact center that delivers a differentiated customer and agent user experience. Cover provides a frictionless and personalized insurance buying…

Deltek Recognized for the Third Year in a Row by J.D. Power for Providing “An Outstanding Customer Service Experience”

Deltek's Assisted Technical Support Exceeded Benchmark for Customer Satisfaction by J.D. Power Standards in 2017, 2018 and 2019 Deltek, the leading global provider of software and solutions for project-based businesses, announced that it has been recognized by J.D. Power for providing "An Outstanding Customer Service Experience" for its Assisted Technical Support in 2019. Developed in conjunction with the Technology Services Industry Association (TSIA), the J.D. Power 2019 Certified Assisted Technical Support Program…

Winners Announced in 2020 People’s Choice Stevie Awards for Favorite Customer Service

101,000 Votes Determined Public’s Favorite Customer Service Providers Among Stevie Awards Finalists Winners of the 2020 People's Choice Stevie Awards for Favorite Customer Service, a worldwide public vote, were announced today. Voting was conducted from January 16 through February 14, with the highest number of votes deciding the winners in 11 industry categories. More than 101,000 votes were cast this year. All organizations honored in the Customer Service Department of the Year categories of this year’s Stevie Awards for…

ezbob Hires Its First Chief Customer Officer (CCO) in Push to Deliver First Class Customer Service

URI Melzer Has Joined Ezbob as Chief Customer Officer (CCO) as the Company Dedicates Itself to Delivering First-Class Customer Service of the Highest Standard of Quality and Reliability. New CCO Brings Over 35 Years of Cross-Operational Experience to ezbob to Enhance the Standard of Service Provision to Global Tier 1 Banks ezbob, a leader in the ‘Lending as a service’ (LaaS) sector, has announced that Uri Melzer has joined as the company’s new Chief Customer Officer (CCO) to enhance the company’s customer centric strategy.…

Command Alkon Named as Finalist in 2020 Stevie Awards for Sales & Customer Service

14th Annual Awards will be Presented on February 28 in Las Vegas Command Alkon was named a Finalist today in the Sales & Customer Service category in the 14th annual Stevie® Awards, and will ultimately be a Gold, Silver, or Bronze Stevie Award winner in the program. The company was selected in the Best Customer Engagement category for their “Heavy Work Industry Heroes” campaign. This campaign highlights the hero’s journey taken by their innovative customers using courage, knowledge, and technology to eliminate…

Ada Transforming Customer Service Industry with Disruptive Automation-First Strategy

Transforming Customer Service from Cost Center to Profit Center Leads to Triple Digit Revenue Growth; Positions Company for Explosive 2020 Ada, the market leader for Automated Customer Experience (ACX), is disrupting the customer service sector with a fundamentally new approach that brings an automation first strategy to drive cost savings and improved CSAT. Ada replicates manual behavior with machine learning freeing up expensive agents to pursue more meaningful, urgent tasks on behalf of customers. With Ada’s…

McCloskey Motors Receives BBB’s Excellence In Customer Service Award

Used Car Dealer Wins BBB's Prestigious Award, 2 Years in a Row! Better Business Bureau of Southern Colorado (BBB) announced the winners of the 2019 Excellence in Customer Service Awards during their 25th Annual BBB Excellence Awards Gala held at the Colorado Springs Marriott. McCloskey Motors Receives BBB's Excellence In Customer Service Award McCloskey Motors, Inc, celebrating its 30th year in business, was one of five winners to receive the prestigious Excellence in Customer Service…

Luxasia clinched top award for ‘Best eCommerce Customer Service’ and two Bronze awards at the 2nd Asia eCommerce Awards 2019

Luxasia receiving the Best eCommerce Customer Service Award Luxasia, Asia Pacific's omnichannel leader for luxury beauty brands, emerged as the Gold winner for Best eCommerce Customer Service, and secured two Bronze awards for Best eCommerce Fulfilment and Best E-tailer for Health and Beauty, at the Asia eCommerce Awards ceremony held last week. These awards recognise Luxasia's industry-leading efforts in enabling eCommerce enablement for global luxury beauty brands. Organised…

Kustomer Raises $60 Million To Further Transform Customer Service

Series E funding round is led by Coatue with participation from existing investors Tiger Global Management and Battery Ventures Kustomer, the SaaS platform reimagining enterprise customer service, announced today it raised $60 million in Series E funding. This latest round of financing was led by Coatue with participation from current investors Tiger Global Management and Battery Ventures. Over the last 18 months, Kustomer has raised $161 million of funding across four rounds, bringing the company's total funding to $173.5…

Comcast Launches Customer Service Program for the Deaf Community in American Sign Language

Comcast Announces Partnership With Connect Direct, A Subsidiary of Communication Service for the Deaf, to Help Close the Digital Divide Comcast and Connect Direct, a subsidiary of Communication Service for the Deaf (CSD), today launched customer service support via American Sign Language (ASL) for Internet Essentials, Xfinity Internet, and general Xfinity billing questions, called ASL Now. With the combined expertise of both companies, Internet Essentials and Xfinity customers can now connect with customer service agents…

YJFX Adopts Red Hat OpenStack Platform to Build Out Customer Service Infrastructure

Migrating to a Private Cloud Built on Hat OpenStack Platform helps YJFX Bring New Applications Online Faster and Reduce Operating Costs Red Hat, Inc., the world's leading provider of open source solutions, announced that YJFX, Inc., a financial subsidiary of Yahoo Group focused on foreign exchange services, has adopted Red Hat OpenStack Platform to build out the company’s private cloud infrastructure. Red Hat’s massively scalable Infrastructure-as-a-Service (IaaS) offering, Red Hat OpenStack Platform offers YJFX…

Incorporating Human Touchpoints Alongside Technology to Improve Customer Service

There’s no doubt technology has streamlined how businesses interact with customers, leading to reduced labor costs and increased efficiency across the board. Unfortunately, implementing technology can be a double-edged sword. Rely on it too much, and a business risks losing any semblance of a personal touch with its customer base, resulting in minimal brand loyalty and high attrition rates. This, in turn, puts more pressure on Sales and Marketing to attract higher numbers of new customers and convert more leads. What’s a…

Genesys Survey Shows U.S. Consumers Are Warming up to AI: Nearly 70% Describe Past Experiences With Customer Service Bots as Positive

Chatbots Are Also More Polite Than Humans, Say Nearly 40% of Genesys Survey Respondents As organizations increasingly look to artificial intelligence (AI) and machine learning to automate their customer support processes, consumers are coming around to engaging with chatbots. A new U.S. nationwide survey of 800 consumers over the age of 18 finds that more than two-thirds (68%) have positive interactions with customer service bots when they require support. While 21% say they can "almost always" resolve their issue…

Technology Services Industry Association Recognizes Fuze for Customer Service Excellence

Fuze Receives Support Staff Center Excellence Award for Third Year in a Row Fuze, the leading cloud communications platform provider for the modern global enterprise, announced it has achieved its status as a Certified Support Staff Excellence Center by the Technology Services Industry Association (TSIA), meeting its rigorous standards for the third year in a row. This year, Fuze demonstrated measurable improvements to the customer support experience, including a 60% improvement in overall initial response time and a…

Gladly Introduces In-App Chat, JetBlue Among First to Launch New Customer Service Contact Channel

With In-App Chat, the Airline Enables Customers to Reach Them Right Where They Are and Anticipates 20% Shift from Phone Conversations to Digital Channels Gladly, the company making customer service radically personal, today announced a new capability that allows companies to offer live chat from within their branded mobile applications. With this feature, consumers can now chat with customer support teams right from within a company’s native mobile app, without having to go to other places to get help. JetBlue, an early…

IBM Watson Helps Lufthansa Group Optimize Its Customer Service

Lufthansa and IBM collaborate in the field of artificial intelligence (AI); new AI Studio leverages IBM Garage method IBM and the Lufthansa Group have joined forces to establish the Lufthansa AI Studio, a collaboration that will use artificial intelligence (AI) to help address the airline's business challenges, such as improving customer service. Leveraging the IBM Garage method, the Lufthansa AI Studio's interdisciplinary team consists of IBM Services professionals with diverse expertise working side by side with…

XMReality Launches Version of Its Remote Guidance Customer Service Offering Online for Small-, Medium-Sized Businesses in the US

Enables Support Teams to Communicate Remotely with Gestures, Speech, Chat and Pointers to Save Time, Expense of Onsite Visits, Improve Customer Experience XMReality, Inc. announced XMReality Business, a SaaS customer service offering sold online primarily to small- and medium-sized companies. XMReality, Inc. announced XMReality Business, a SaaS customer service offering sold online primarily to small- and medium-sized companies. XMReality Business Using XMReality Business, staff can remotely guide consumers via any…