Customer service stories - Page 2

UK SMEs are increasingly using fast-track finance to meet surging Black Friday demand, with applications rising nearly a third ahead of the festive season.

Portalink partners with Shopify to automate offline B2B sales orders, cutting costs and errors, available to Shopify Plus customers from January 2026.

RingCentral has launched its AI Receptionist in Australia from AUD $62 monthly, automating call handling with generative AI for businesses of all sizes.

AI-driven customer service boosts customer experience, but investing in employee experience is key to lasting loyalty and staff retention.

Luke Clifton of Macquarie Technology Group joins the Australian Telecommunications Alliance Board, reflecting a shift to leadership with sector expertise.

New Zealand retailers risk losing NZD $12 billion this peak season as almost half of consumers shun businesses after one bad experience.

Shopify merchants face a new challenge: real-time multilingual messaging to support global shoppers beyond translated storefronts, boosting trust and sales.

A survey reveals 92% of Australian B2B supply chain leaders face inefficiencies from outdated fulfilment tech, impacting costs and customer service.

UK and Ireland firms prioritise cybersecurity, AI adoption, and sustainable IT strategies as they gear up for evolving digital workplaces in 2024.

Insurtech firms must curb overblown AI claims, balancing innovation with regulatory compliance to avoid risking insurer reputations and finances.

AI is transforming customer service careers, shifting roles from routine tasks to strategic, empathy-driven jobs enriched by data and technology.

With the UK’s PSTN network ending in 2027, over 5.5 million SMEs must urgently switch to digital communications to avoid disruption and boost resilience.

AI is evolving beyond ERP and CRM tools to become the operational backbone, integrating systems and automating workflows across organisations by 2026.

Avalara has won the 2026 Buyer's Choice Award from TrustRadius, praised by customers for excelling in tax compliance tools and service quality.

An Instagram safety campaign has been blocked by advertisers over fears it might upset Meta, highlighting Big Tech's influence in advertising decisions.

Emirates has partnered with OpenAI to integrate AI, including ChatGPT Enterprise, across its operations, enhancing services and staff training in aviation.

By 2026, CPaaS may surpass traditional contact centres as RCS adoption and AI drive automated, interactive customer engagement experiences.

Retailers are turning to AI and unified tech to meet soaring Black Friday demand, enhancing customer service and boosting cybersecurity amid rising cyber threats.

Trixie Pet Products partners with 3P Logistics for UK fulfilment to boost growth, reduce costs and enhance delivery across all sales channels.

GenAI is revolutionising telco customer service by replacing rigid bots with natural conversations, enhancing personalisation and speeding up support resolution.