Figuring out how to get support as a customer can be challenging. But with Chime — a fintech company that offers banking services purely online — contacting customer service is straightforward.

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

Even in a blazingly fast, digital-first world, our society’s relentless pursuit of procedural and experiential optimization is probably always going to have a stubborn wrench stuck in the gears: ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...