Texting provides the opportunity for an ongoing conversation even when the customer is on the go. Messaging allows a conversation to be nearly as real-time as a voice call and allows for a lot more ...

There is a classic Saturday Night Live sketch where Roseanne Barr "helps" a customer by saying exactly what every representative is actually thinking. I’ve even seen that sketch used as a training ...

There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake ...