The pandemic has taught us many lessons. One of the most notable is how quickly the world can change. With so much unknown about COVID-19 at the start, lockdowns and other precautions shut down many i...
The end of the pandemic is in sight. Two massive efforts underway will, in time, put COVID-19 in the rearview mirror. The first is vaccinations. With three approved options in the United States (and a...
Hi Everyone! We(Mavericks) are starting a new series of blogs/videos on Customer Service Management. The goal of this series is to cover the basics of Customer Service Management Application. What is ...
Getting vaccinations into arms remains problematic in the United States and around the world. The logistics of moving the vaccine from manufacturer to distribution has proven to be a tall hurdle. The ...
What's new in Customer Service Management in the Quebec release Welcome to Quebec, the latest release of the Now Platform®! With it comes several new capabilities in Customer Service Management, a Cus...
Closing the time gap between the moment a customer has a question or problem and delivering a solution is the ongoing challenge in customer service. Through the years, the channels customers have used...
Insert heavy sigh of relief here as we enter the final weeks of 2020. Everyone is probably ready to put this year behind us and move onward and upward–especially those in customer service. To say it w...
On Thursday, the United States celebrates the Thanksgiving holiday. This year, the pandemic means it's going to look a little different. The Centers for Disease Control have made their recommendations...
How to put AI to work for customers AI is everywhere these days. What is the impact on the future of ServiceNow customer support? Dean Robison, SVP of Global Technical Support at ServiceNow, outlines ...
Mention the name "L.L. Bean" and images of the outdoors to mind. "High quality" might be another response. Long-time customers would also mention their customer service and return policy that remains ...
Note: this is the follow-up to last week's article about preparing for the holiday shopping season. We are now two weeks into November and even closer to Black Friday, the traditional start of holiday...
The United States continues to grapple with COVID-19. Remarkably, against a resurgent case count across the country and a continued high unemployment rate, reduced health and safety restrictions over ...
Almost a decade ago, Gartner made a bold prediction about the pervasiveness of chatbots in the year 2020. They predicted that customers would "manage 85% of their relationship ... without interacting ...
The COVID-19 pandemic has thrown challenge after challenge at businesses. Yet at the same time, it has created new opportunities for companies to innovate and better engage with their customers. One o...
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