Use of customer service chatbots jumped, and retailers experimented with applications. For some, it can be tricky to sort through the options.
To reach a human representative, some companies have started charging a premium. Those unwilling to pay will have to stick with the bots.
A new report from the McKinsey Global Institute says some will lose their jobs and low-wage workers are the most likely to be hit.
Service lines were swamped early in the pandemic, and many overseas call centers shut down. Companies want you to go online instead.
Dial the number, and a recorded message refers you to the website or mobile app. That could alienate some customers, one analyst says.
They’re dealing with high call volumes, difficult questions and chatty customers.
The Delaware office is part of the cable company’s $1 billion push to improve its customer relations.
HubBub Bicycles specializes in something you can’t easily buy online.
Canadian musician Dave Carroll looks back on the viral hit that made United Airlines sit up and listen.
Toys “R” Us could reportedly be coming back as soon as this year, but it probably won’t resemble the old big box chain.
