Consumers are increasingly adopting unofficial third-party genAI tools, such as ChatGPT, Google AI Overviews, and Apple Intelligence, to resolve their customer service issues, the research firm found.

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

It's a shame that customer service doesn't always get the respect and attention it deserves because it's among the most important ingredients in any business's success. There's no better marketing ...