There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...

Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company TM, today announced Forrester Research named Pega a Leader in The Forrester Wave TM: Customer Service Solutions, Q1 2026 (1).

A single customer self-service interaction through a chatbot or FAQ portal can cost as little as 10 cents, while a live agent interaction can cost up to $8 or more. So companies have a clear financial ...

Despite a strong willingness to use self-service channels to resolve their customer service issues, only 15 percent of B2B customers are actually able to find resolution using only self-service, ...

Inbound phone support is an undervalued customer service tool. Here is how to turn phone support into a source of customer ...

A shift to a more distributed customer service workforce was underway before the pandemic. It kicked into overdrive when COVID hit and has continued for years. But that's just one of several ...

Allowing customers to control their own narrative enables them to obtain immediate assistance on their own time, gives them more autonomy and improves efficiency for the brand. Self-service puts the ...

Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

Self service kiosks are becoming vital parts of many businesses. But what is a self service kiosk and why is it so important to think about? The demand for customer self service has never been higher.

Delivering the kind of automated service customers want requires a digital strategy that encompasses technological and people-oriented changes. Most organizations recognize the importance of giving ...