Customer Support Stories

Australian Stories

Customer Support stories

Malware

Samsung brings One UI 9 to Galaxy S26 in Australia

Australian Galaxy S26 owners will gain Samsung's latest AI tools and tighter privacy controls from late September.

By Sean Mitchell • 3 min read • 2 days ago

Digital Transformation

Zendesk launches specialised AI agents for commerce

Australian retailers are set to benefit as Zendesk's new tools aim to settle orders, returns and refunds with fewer hand-offs.

By Joseph Gabriel Lagonsin • 5 min read • Last week

Global Stories

Customer Support stories

Software-as-a-Service

Freshworks expands Freddy AI with email & workflows

Support teams will soon be able to build AI workflows from plain language, as Freshworks broadens Freddy AI into email and live service-desk guidance.

By Sofiah Nichole Salivio • 4 min read • Last week

Data Analytics

Are Australian organisations adopting AI faster than they are building workforce capability?

While most firms already use AI tools, many are failing to train staff or tighten governance, widening a costly capability gap.

By Steve Evans • 4 min read • Last week

Software-as-a-Service

Flam raises USD $40 million in QED-led funding round

The cash will fund research, product expansion and overseas sales as the San Francisco-based company grows beyond 100 enterprise customers.

By Joseph Gabriel Lagonsin • 3 min read • Last week

Customer Relationship Management

Australian consumers ditch AI chats over memory gaps

Nearly seven in 10 Australians walk away from AI service chats when bots fail to recall earlier exchanges, a Twilio survey finds.

By Joseph Gabriel Lagonsin • 3 min read • Last week

Fleet Management

Manitowoc puts customer support front & centre at JDL

French crane owners will see new service tools and extra support as Manitowoc expands its aftersales push at JDL EXPO in France.

By Sofiah Nichole Salivio • 4 min read • Last week

Fintech

Ecommpay warns AI checkout could exclude vulnerable users

More than half of consumers are vulnerable to some degree, raising fears that AI-led checkout could leave many unable to complete payments.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Partner Programmes

Gallagher Security wins OSPA manufacturer award again

The award underlines Gallagher Security's 15% annual R&D spend and growing US push, as customers gain simpler upgrades and support.

By Sean Mitchell • 3 min read • Last week

Software-as-a-Service

Catapult uses AI agents to speed up support worldwide

Support response times have fallen as the sports technology company lets AI triage routine queries for teams across 139 countries.

By Sean Mitchell • 8 min read • This month

Digital Transformation

Cloud5 to acquire interTouch CALA in Latin America

The deal will widen Cloud5's hospitality footprint as hotel groups in Latin America and the Caribbean boost technology spending.

By Sofiah Nichole Salivio • 4 min read • This month

Virtualisation

Proxmox launches Canadian arm with 24/7 enterprise support

North American customers will get round-the-clock vendor support as Proxmox opens a Kingston subsidiary and extends premium cover from October 19.

By Sofiah Nichole Salivio • 4 min read • This month

Fintech

Bybit launches AI chat interface for trading & support

Users must opt in and fund a separate sub-account as Bybit folds trades and support into one chat window, with risk controls in place.

By Karen Joy Bacudo • 4 min read • This month

Stories from Other Regions

Customer Support stories

Software-as-a-Service

Salesforce unveils Koa CRM reasoning model on NVIDIA

The model is already being piloted by customers as Salesforce pushes AI deeper into CRM workflows with fewer errors and more control.

By Sean Mitchell • 4 min read • Last week

Customer Experience

2degrees wins Canstar small business telecoms award

Business customers are rewarding simpler billing and support, with 2degrees taking Canstar's small business telecoms prize for a fifth time in six years.

By Joseph Gabriel Lagonsin • 3 min read • Last week