Zendesk gains a competitive advantage over rival help desk solutions that haven't ramped up to a popular omnichannel support rollout. By leveraging WhatsApp's huge install base of 15 billion users in ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

The IT help desk is evolving. Once defined by queues of tickets and reactive troubleshooting, support today is being reshaped by automation and artificial intelligence (AI). Intelligent systems now ...

Today, retail shoppers expect consistency in how they interact with their favorite brands -- no matter what channel they use. Shoppers also can see what inventory is available, while enjoying the ...

Technology issues may challenge many of us, who may struggle to know how to solve problems or ‘fix’ the devices on which we now depend. In the Octorara School District, the wait times for students and ...