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WFH Customer Care with Dawn Brewster - VP of PFS Global Customer Care

Work-from-Home Customer Care: What We’ve Learned

Just four short months ago, COVID-19 fast-tracked implementation of PFS’ work-from-home (WFH) customer care operations. Within two weeks of social distancing measures being implemented, the PFS team transitioned our on-site customer care operations to a new WFH model, and we continue to operate 100% remotely.   We checked in with PFS VP of…

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Chatbots are Here to Stay

Infographic: Chatbots are Here to Stay

With human-like features and a wait-free route to customer service, chatbots create dependable brand relationships with their audience. In our last chatbot post, we learned that over 30,000 bots have been used in Facebook Messenger alone - that's just the…

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Chatbots and Conversational Commerce

Chatbots and Conversational Commerce

In the ‘50s, it was a far-out technology confined in a humming laboratory room filled wall-to-wall with a first-generation computer. In the 80s, it was Skynet, a self-aware technology grid that took over the fictive, dystopian world of the Terminator…

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PFS Blog

Customer Care in the Smart Phone Era

In an era of tweets and text messages, real-time communication has changed the way people interact with one another. But does this mean retailers should also follow suit and change the way they interact with consumers? Several major companies including…

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