Customer Support stories - Page 3

Chargebacks surge after record online holiday sales, with USD $181 billion in returns putting retailers’ first-quarter profits at risk.

Salesforce debuts a revamped AI Slackbot as a personal work agent, tying Slack into its Agentforce 360 automation and data platform.

Forrester says AI will cut US jobs but stop short of apocalypse, driving 6% of losses by 2030 while reshaping millions more roles.

Google launches a Universal Commerce Protocol and Business Agent tools as it bets on AI agents to drive the next era of online shopping.

Ant backs Google’s new Universal Commerce Protocol to standardise how AI agents handle shopping, payments and post-purchase support.

Hyland has been named IDC’s 2025 Customer Experience Award winner for content and experience management, topping global satisfaction scores.

Infobip named a growth and innovation leader in Frost & Sullivan’s latest CPaaS report, praised for cross-channel AI-driven communications.

AI agents will reshape how shoppers discover brands, forcing retailers to rethink visibility as SaaS vendors and ad budgets come under strain.

AI is set to manage 41% of Singapore’s customer service cases by 2027, as service teams embrace “agentic” tools despite security concerns.

Zendesk warns APAC brands that rising CX expectations demand transparent, context-rich AI that resolves issues instantly or risks churn.

Mitsumi unveils India push with INR ₹700-1,000 crore IT and mobile distribution expansion across metros and smaller cities over 3 years.

CelcomDigi launches PhoneFIX, a monthly repair plan from RM3 offering same-day fixes for phones bought from any retailer in Malaysia.

Salesforce launches Agentforce 360 retail tools to unify AI across marketing, eCommerce and service, promising smoother shopper journeys.

Talkdesk unveils Commerce Orchestration and Consumer Goods Experience Cloud to coordinate AI-driven retail journeys end to end.

Patchworks debuts MCP integration layer to plug AI into retailers’ live systems, promising real-time workflows beyond basic recommendations.

BGF invests GBP £16.6m in Workbooks to accelerate US expansion and deepen development of its integrated mid-market SaaS platform.

Google Cloud unveils Gemini CX AI platform to link retail and restaurant shopping, service and ordering into one joined-up experience.

Retailers urged to brace for early-year spike in chargebacks as mobile shopping and buy now, pay later fuel record US holiday spend.

Logitech users on macOS must install manual patches for Options+ and G Hub after an expired certificate stopped both apps from launching.

Gallagher Security secures Convergint Global Elite Partner status, deepening their worldwide alliance on integrated physical security solutions.