This content is produced by a member of The Drum Network, a paid-for membership club for CEOs and their agencies who want to share their expertise and grow their business. Customer relationship ...

With its Automated Service Agent platform Microsoft is looking to change the face of Web-based customer service by providing more intuitive interaction between online merchants and people doing ...

When Web-based self-service is good, it’s really good. Customer satisfaction soars and call center costs plummet as customers answer their own questions, enter their own credit card numbers and change ...

Last year’s online shopping season surpassed US$29 billion in sales, up a full 20 percent from the previous holiday. More consumers did their shopping online than any holiday season before, due to the ...

Telecommunication services providers will increasingly use online platforms to deliver customer service as they fight against rising costs and a more competitive market, according to a new report by ...