Beware False Scorecards for B2C Chat
There’s an interesting and high-stakes battle taking place right now in the...
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This is our 1000th Post! A Look Back at Our Greatest Hits
It’s hard to believe, but the WordPress dashboard doesn’t lie: This is...
Apple’s Chat Has Golden Moment to Dominate Customer Service
Apple announced “Business Chat” in June, staking a claim to a vital...
Is Chat Eating into Phone-Based Customer Service?
Chat-based customer service is growing quickly. But there’s one central question that...