customer service

NHS England plans to inform patients on hospital treatment waiting lists at least three weeks before their next appointment, inspired by customer service models of online retailers like John Lewis and Amazon. The initiative requires hospitals to notify patients of operations, diagnostic tests, or consultant meetings three weeks in advance.

A Sky call handler was dismissed after hanging up on customers she was frustrated with, following her instruction for them to wait 'just a second'.

A user handed their phone to a fast-food worker to forward an order confirmation receipt, which the worker then deleted from their inbox. The worker later deleted the confirmation, and the user received an email stating the order didn't go through, raising concerns about a potential scam.

Delta was overlooked in favor of a surprising carrier that was named the US airline with the best customer service. The winning airline was praised for making every step of the journey feel easier.

A user's Apple iTunes account was locked for 48 hours after two purchases, causing frustration over missed game bundles and unclear fraud protection policies. The user criticizes Apple Support for unhelpful responses and questions the legality of account restrictions tied to gift card usage.

UnitedHealth Group is investing $3 billion in artificial intelligence to automate administrative and claims-related tasks, aiming to reduce costs and address public criticism. The initiative targets areas like medical coding and customer service, but faces risks related to AI accuracy and regulatory scrutiny.

Klarna replaced customer service roles with an AI chatbot in 2024 but later rehired workers as gig employees after customer complaints. Instead of full-time agents, the company now uses a 'Uber type of set-up' where gig workers handle complex queries alongside the AI system.

The head of the Social Security Administration, Frank Bisignano, testified before Congress about improved customer service but faced skepticism from Democrats over reported delays in accessing benefits. Lawmakers debated statistics regarding wait times and the program's financial sustainability, with the trust fund projected to deplete by 2032, risking a 22% benefit cut.

The Guardian is seeking US consumers to share frustrating experiences with companies, such as difficulties obtaining refunds, poor customer service, or unfulfilled contracts. Polls indicate rising consumer anger, and the outlet requests specific details like dates and monetary amounts to better understand these issues.

Meta has introduced a new AI business agent designed to enhance customer service for businesses. The development was highlighted by senior technology reporter Abrar Al-Heeti on CBS News.

Macy’s reported its fourth consecutive quarter of comparable sales gains, attributing the increase to an overhaul of its merchandise and improved customer service. The company raised its annual outlook following the sustained sales growth.

Macy’s reported its fourth consecutive quarter of comparable sales gains, attributing the increase to an overhaul of its merchandise and improved customer service. The department store also raised its annual outlook following the sustained sales growth.

Chert, a YC-backed startup, is building an API for businesses to send, receive, and automate iMessage conversations at scale. The company addresses challenges in iMessage infrastructure, targeting high-volume use cases like customer service and cart abandonment in sectors such as DTC brands and home services. It integrates with SMS/RCS systems, CRMs, and tools like Slack, enabling scalable iMessage communication.

A Reddit user has used CashApp for years to buy and access Bitcoin but is seeking alternatives due to declining customer service, citing Jack Dorsey's plan to reduce staff to two employees.

Walmart has removed self-checkout systems and reverted to traditional checkout lanes, though the decision is attributed to operational or cost-related factors rather than improved customer service.

Sierra, an AI customer service agent startup founded by Bret Taylor, has acquired Fragment, a YC-backed French AI startup. The acquisition highlights Sierra's expansion in the AI customer service sector.