Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Instead of taking an all-or-nothing approach to deploying ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...

Customer relationship management (CRM) tools have come a long way. Today’s CRMs are more powerful and complex than ever, so you need to be fully versed in CRM best practices to get the most out of ...

Be easily reachable, answer their common questions and document areas that have room for improvement. Hire suitable representatives with a technical understanding of your products, keep a unique ...

Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they ...

Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

Now, more than ever before, customer service is vital to business well-being. Word of mouth, always the most powerful endorsement a brand could get,… Now, more than ever before, customer service is ...