Customer service technology

Customer service strategy drives customer service technology purchasing. Learn how customer service and support team leaders create customer experiences that drive loyalty and retention, serving their customers on a variety of platforms and channels.

New & Notable

Download this free guide

Download Now: Learn CX Strategies from Leading Brands

Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.

Corporate E-mail Address:
You forgot to provide an Email Address.
This email address doesn’t appear to be valid.
This email address is already registered. Please login.
You have exceeded the maximum character limit.
Please provide a Corporate E-mail Address.
- I agree to TechTarget’s Terms of Use, Privacy Policy, and the transfer of my information to the United States for processing to provide me with relevant information as described in our Privacy Policy.
Please check the box if you want to proceed.
- I agree to my information being processed by TechTarget and its Partners to contact me via phone, email, or other means regarding information relevant to my professional interests. I may unsubscribe at any time.
Please check the box if you want to proceed.

Customer service technology News

February 13, 2020 13 Feb'20
Google's Meena AI chatbot to eventually find its way into CX

Experts say Google's Meena chatbot is a leap forward in conversational AI. But using it for websites and customer service will require all-new deployments and training methods.
February 07, 2020 07 Feb'20
Salesforce Trailhead Playground launches starter app to help users

The new starter app features tips for new Trailhead Playground users, along with an easier way to install packages from AppExchange and receive login credentials.
January 28, 2020 28 Jan'20
ServiceNow acquisition of Passage AI to boost chatbots

ServiceNow will acquire Passage AI, a startup conversational AI vendor, in an effort to further develop existing conversation capabilities in its chatbots.
December 17, 2019 17 Dec'19
How Amazon customer experience became e-commerce standard

Amazon made personalization, one-click shopping, quick shipping and easy returns de facto standards for all B2C and now, B2B businesses. Read about how the company did it, and what's next.

Customer service technology Get Started

Bring yourself up to speed with our introductory content

5 common call center terms to know

Businesses interact with customers in a variety of ways, including via phone calls and chatbots. Here are some call center terms that define these interactions. Continue Reading
virtual agent

A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans. Continue Reading
chatbot

A chatbot -- sometimes referred to as a chatterbot -- is programming that simulates the conversation or "chatter" of a human being through text or voice interactions. Continue Reading

Evaluate Customer service technology Vendors & Products

Weigh the pros and cons of technologies, products and projects you are considering.

IoT and the customer experience: What to expect in 2020

Consumers are finding themselves increasingly surrounded by technology that talks to each other. See how retail is incorporating IoT and affecting customer experience. Continue Reading
Video conferencing adoption a growing trend among businesses

B2B and B2C video conferencing is on the rise as businesses strive to provide exceptional CX to customers. Nemertes shares some of its research results. Continue Reading
AI-powered CRM platforms compared

CRM vendors are working to bring AI utility to their products in diverse ways. Learn about the similarities and differences between AI functionality in the major CRM platforms. Continue Reading

Manage Customer service technology

Learn to apply best practices and optimize your operations.

Best practices for using AI-enabled self-service

AI in customer self-service is right behind robotic process automation in terms of growth. Here are some best practices to implement the technology in your organization. Continue Reading
Cloud migration needs contact center integration strategy

Contact center integrations can complicate a cloud migration. Learn what platforms can ease the transition to the cloud by reintegrating back-end business apps. Continue Reading
What are some single sign-on benefits in contact centers?

Contact center agents often need to remember a number of passwords to log in to multiple applications. Single sign-on can alleviate that pain point and increase productivity. Continue Reading

Problem Solve Customer service technology Issues

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

How to deal with the lack of chatbot standards

A lack of standards around chatbot development has created a situation in which enterprises are building and rebuilding bots. But that could change in the near future. Continue Reading
Best practices for creating chatbot scripts

The rules of good chatbot scripting are similar to those of application coding. Here are some best practices to creating a chatbot that users will approve. Continue Reading
Replacing contact center platforms poses big dilemma

CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading