Angie Tran

Black Friday retention and the test most brands fail

Most Black Friday customers buy only once. Learn why post-sale service determines retention, and how brands turn one-time shoppers into repeat buyers.

AI tools to track customer feedback this holiday season

Four AI tools help small businesses spot feedback patterns during holiday season, when fast reactions prevent returns and keep customers coming back.

How pact scales CX teams without burning out

Lauren Inman-Semerau shares why the efficiency vs. personalization debate is a false choice, and how AI is changing everything.

Is your pharmacy chatbot a health risk? 6 Questions to ask

Most pharmacy chatbot RFPs focus on efficiency, not safety. Learn the seven critical questions healthcare leaders must ask to ensure patient safety.

Shopify for small businesses and solving the CS bottleneck

Shopify makes launching easy, but CS becomes the bottleneck as you scale. Learn how AI customer support builds relationships, not just resolves tickets.

How Crate & Barrel drives revenue with a modern contact center

What happens when you, and the rest of the world, are forced to shut the doors to all your retail stores with a day’s notice?

The hidden costs of voice AI for CX leaders

Voice AI pricing goes beyond the monthly fee. Calculate the true total cost of ownership for voice AI solutions.

Virtual agents explained in 2025

Find out what virtual agents are and how they work to maximize your CX success.

How to calm angry customers, a complete guide

Master the psychology and techniques to transform angry customers into loyal advocates.

Before you get AI-powered support, get executive buy-in

Get executives on board for your support team's AI rollout. Gladly walks you through how to state a compelling case for implementing effective AI.

Machine learning in customer service

Find out how machine learning is changing the landscape of customer service and how you can keep up.

Retrieval augmented generation explained

Find out how retrieval augmented generation can improve an LLM for optimized customer service.

Small business guide to customer support automation in 2025

Learn how to automate customer support while keeping the human touch. Handle most routine inquiries automatically, and boost satisfaction scores.

Reduce your customer churn rate

Small businesses lose customers yearly due to slow support. Learn how affordable AI cuts churn rates without breaking your budget.

CX metrics: CSAT & NPS for small businesses

Unpack the CSAT vs. NPS debate for small businesses. See how to combine these customer satisfaction metrics to prevent churn and boost loyalty.

How SMBs are using AI to win customers after hours

Forward-thinking SMBs are capturing market share by being there when it matters most.

Why Gartner’s new AI report confirms what Gladly knew all along—human empathy isn’t optional, it’s essential

AI alone isn't cutting it for customer service. A new Gartner report highlights AI's limitations, echoing Gladly's long-held belief: human empathy is key.

The 4 agent archetypes (and how Gladly gives you all of them)

Discover the four agent archetypes for AI-powered customer service and how Gladly's platform empowers each one.

Customer success strategy for startups

Learn how to build a customer success strategy that reduces churn, increases lifetime value, and helps your startup beat the 90% failure rate.

Training your AI like a pro, a guide for CX teams

Rapid AI deployment & full CX control. Guides & Journeys empower teams to manage AI behavior without coding. Learn how.

Scaling customer service for better DTC customer experience

Your DTC brand is scaling fast. Find out if your tech stack is stacking up to the competition.

Understanding AI hallucinations in customer experience

AI hallucinations are a challenge for customer experience. Learn why AI makes up answers and how minimize risks and maximize value for your business.

How AI is revolutionizing customer experience analytics

Learn how AI is transforming CX reporting from a rearview mirror into a predictive engine for customer satisfaction and business growth.

Why agentic AI is the next big thing

Discover agentic AI: customer service that acts! Explore how agentic AI automates complex tasks, empowers CX teams, and delivers personalized experiences.

Best AI tools for small businesses in 2026

Discover AI solutions for small business that deliver efficiency without losing your humanity. From ChatGPT to AI customer support, here's what actually works.

Peak season success: the unique needs of marketplace CX

Marketplaces face unique peak season challenges. Learn strategies for handling volume surges, authentication, and multi-party disputes around the holidays.

Customer Success for Small Businesses: Turn Support Into Revenue

Learn how small businesses can transform customer support from a cost center into a growth engine.

Customer privacy and security in the age of AI

Explore how to navigate the challenges of AI in customer service, addressing key questions around security and privacy.

AI in CX isn’t optional anymore—it’s survival

Economic uncertainty forces brands to rethink AI in CX. Learn how to use AI to boost loyalty and balance efficiency with empathy in customer service.

Win with natural language processing in CX

See how leading companies leverage AI to create intelligent, empathetic customer experiences that drive loyalty and proactively solve problems.

Beyond chatbots: Why retail-specific AI drives revenue

Discover why generic chatbots fail in retail and how a purpose-built AI sales agent can convert visitors, increase order value, and scale personalization.

Rev those CX engines — customer service is a revenue powerhouse

Turbocharge your business by transforming your contact center into a revenue powerhouse to drive growth, boost customer retention, and redefine success.

What is conversational AI?

See how conversational AI transforms CX with human-like interactions. With contextual and agentic AI, it delivers radically personal and efficient support.

Elevate commerce experiences with AI

AI is transforming commerce. These conversational platforms offer personalized experiences, efficient service, and intuitive shopping.

Common customer service mistakes to avoid

Discover the most common customer service mistakes small businesses make and learn practical solutions to improve customer satisfaction and build loyalty.

AI Sales Agents vs Widgets

Recommendation widgets wait for clicks. AI sales agents start conversations—boosting conversion, AOV, and ROI with dynamic, outcome-based pricing.

Best AI solutions for small businesses: beyond cost-cutting to customer loyalty

Discover how AI solutions can transform your small business beyond simple cost savings. Learn what drives long-term loyalty for sustainable growth.

Neural networks, explained: a guide for CX leaders

Unlock a new era of CX with neural networks. This deep dive reveals how brain-inspired AI delivers personalized customer experiences and boosts efficiency.

The post-tariff CX playbook: Cut costs without losing customers

Discover how to reduce expenses strategically while protecting the customer relationships that drive long-term success.

How to use AI to create data-backed strategies and improve CSAT scores

Learn how AI powered customer service improves CSAT scores by up to 65%. Research-backed strategies for using AI to boost customer satisfaction and loyalty.

How AI chatbots reshape customer experience

Chatbots aren't just for deflecting calls anymore. Explore how advanced AI is reshaping CX, from proactive engagement to revenue generation.

The buy vs. build AI dilemma in CX

Your board wants AI. Your engineers want to build. Learn why the most successful CIOs buy commercial AI platforms for innovation and competitive edge.

How to know your customers like a luxury brand does

Luxury CX expert Maria Elias at Inktel shows how human care and AI turn service into loyalty, with training, ROI, and “invisible care” at scale.

Customer success vs customer experience for lean teams

A plain English guide to CX vs CS for small teams. Simple tools, lean scorecard, and a 90 day plan you can run solo.

Boost Shopify Sales: Focus on Customer Satisfaction

Learn how focusing on CSAT, proactive customer success, and AI tools can build lasting loyalty and reduce acquisition costs.

Scale CX with natural language processing

Discover how natural language processing makes AI more human, boosting efficiency and empathy to build a better brand, not just a better bot.

How to set up customer success processes in a small business

Learn how small businesses can build effective customer success processes without enterprise budgets.

The case for AI in B2B commerce

Discover how AI is revolutionizing B2B commerce, enhancing customer journeys, and boosting sales through personalized experiences for buying committees.

Customer success 101: The startup growth strategy you need

Learn why startups that prioritize customer success grow 2.5x faster. Discover practical strategies, essential metrics, and AI tools for reducing churn.

AI’s value to your agents

AI should partner with human agents to enhance customer service. Together, they engage customer, collect context and provide faster resolutions.

Customer service responsibilities in 2025: a complete guide

The evolution of technology has definitely affected how the duties of customer service representatives have shifted, but not that much.

Why outcome-based pricing always wins

Discover why paying for AI handoffs delivers 3x better ROI than deflection-only models. The future of customer service values both resolution and assist.

What is contextual AI? Your 2025 guide

Previous AI failed without context. Learn how contextual AI closes the CX gap, integrates customer data, and delivers loyalty-building experiences.

Direct-to-consumer customer service: 5 ways to get personal

Learn how to get personal with direct-to-consumer customer service so you can give your customers an experience they’ll want to tell their friends about.

Ecommerce Customer Service Best Practices

These ecommerce best practices will set your service heroes up for success. 

Keeping up with your customers in today’s retail environment

Great customer support is essential to building brand loyalty and driving continued growth. We’ve put together a couple of tips to. and the competition.

How To upgrade your customer experience in the new year

Learn how to upgrade your customer experience by creating and maintaining a customer-centric culture to build a successful brand and business.

How to tell if your CX system is a frenemy

If your CX system was a person, would it be a frenemy? Here are 8 warning signs that it might be time to re-evaluate your relationship with them…er, it.

How to unlock customer loyalty through natural conversation

Our latest ebook gives you the scoop on how to build customer loyalty through natural conversation that’s less like the DMV and more like the dinner table.

How to improve ecommerce customer service

More tips to help you deliver next-level eCommerce customer support experiences that your customers will thank you for.

6 new year’s resolutions for a radically personal 2026

Learn a few of the ways your brand can supercharge support by putting people first in your online customer experience this year.

The most meaningful customer service metrics

Maximizing your customer service team’s performance starts with tracking–and understanding–the right metrics.

How to increase ecommerce revenue with a contact center

To increase ecommerce revenue, look no further than your own contact center. Use these 3 strategies from Gladly to unlock their earning potential.

Shopify vs. Etsy: Finding the right fit for fast-growing ecommerce

In this guide for growing ecommerce brands, Gladly compares Shopify vs. Etsy in price, features and scalability.

3 long-term strategies to grow Shopify revenue in 2025

Don’t overlook the impact of marketplace cleanliness, organized sales channels, and powerful customer loyalty.

Cherry picking tickets in customer service

Gladly explains how this common problem affects CX teams, what causes it, and offers a tool-based solution.

Customer service insights from Gladly Connect Live 2022

See key customer service insights from Gladly Connect 2022.

How automation and customer experience go hand in hand

Automation unleashes internal efficiency by handling spikes in volume, keeping tasks on track, and more.

5 elements of the best customer experience

What do customer-obsessed, growth-focused brands do to ensure they’re providing the best customer experience?

The dos and don’ts of personalized customer service

Providing personalized customer service seems like a no-brainer, right?

How to leverage holiday self-service this season

The best way to get ahead of the holiday rush? Help your customers to help themselves–with self-service. Here’s how to implement it well before Black Friday.

Prepare your customer service for the holidays in the summer

Summertime is the ideal season to prepare customer service for the holidays—especially for these key areas.

Cross-sell vs upsell: Training your support teams for both

The most successful customer service teams can recognize and act on key opportunities to upsell and cross sell with customers.

Supply chain issues: How to talk to customers

Supply chain issues and customer service are unavoidably linked.

The complete customer profile checklist for radically personal service

Are you collecting the right types of first-party data to take your customer service to the next level?

8 pros and cons of outsourcing customer service

Debating outsourcing customer service for seasonal surges or 24/7 coverage? Before you pull the trigger, know the pros (and cons) of this CX decision.

The customer value chain, explained

The customer value chain, a concept that encompasses all company activities that deliver value to a customer, is key to holistic business health.

3 ways to refresh your customer contact channels

For customer contact channels, both quantity and quality are key.

Best Shopify apps for ecommerce growth in 2025

Picking the best Shopify apps to manage & grow your ecommerce business is easy—if you know what to look for

What Is IVR?

IVR–which guides users through solutions or toward a live service agent over the phone–is an ideal place to start.

Why reactive customer service isn’t enough

Brands that push beyond reactive customer service stand to gain lifelong fans and improve service team efficiency.

Common customer service challenges and how to handle them

Most common customer service challenges are caused by inadequate tooling, training, or access to customers.

Customer Service Email Templates Every Brand Needs

These 4 basic templates cover customer questions, frustrated customer scenarios, customer complaints, and following up with customers.

Zendesk and Gladly — Comparing CX platforms

Zendesk and Gladly are two popular customer service platforms that offer unique methods of helping brands manage customer-facing operations.

5 contact center metrics for modern CX teams

Some things never change, but the context around them does: here’s why classic contact center metrics like NPS, CES, CSAT, IQS, and FCR are here to stay.

Unpacking the impact of customer experience on revenue

CX experts at Gladly share 3 tactics that ensure your customer experience helps–not hurts–your bottom line.

Ways to combat customer service burnout

In the customer service industry, churn is historically common—and creeping higher, thanks to the great recession.

SMS for customer service — Q&A with CX experts

For CX practitioners wanting to offer proactive service while reducing support costs, look to SMS: a popular channel for creating brand advocates.

Scaling subscription businesses while meeting customer expectations

CX/CS teams are an ideal resource for scaling subscription businesses, as they can identify and enable self-service, online payments, and customer communities.

5 real ways to show appreciation to customer service teams

Showing a customer service team you appreciate them can take many forms, from personal notes to cash-based performance rewards.

Using self-service solutions to make support more efficient

An exploration of how to provide a seamless customer experience that empowers customers and agents alike through the right self-service solution.

Black Friday customer service survival guide

Take a look at this Black Friday Customer Service Survival Guide for actionable tips on how to fortify your support center.

The holiday in progress

The continued analysis of holiday performance is essential. Here’s how to use the RFM Method for holiday customer segmentation.

Contacts per order — what it is and how to reduce it

Contacts per order (CPO) shows how often a shopper is contacting you regarding a single order.

How to reduce customer service costs by optimizing support

Want to reduce your customer service costs without damaging your user experience?

Common pet peeves with customer service platforms

These common issues raised on forums and social media reveal how many team leaders have pet peeves with their customer service platforms.

Top customer service trends in 2023 to watch out for

The trifecta of consumer research, desire for hands-on service, and demand for personalized experiences will drive customer service trends in 2023.

Signs you should grow your investment in customer service

Wondering if it’s the right time for your ecommerce brand to invest in customer service and expand resources?

Comparing Gorgias customer service and Gladly

An exploration of the two popular platforms, including a comparison of features, functionality, and pricing

How the top customer service brands in 2023 use Gladly

Ralph Lauren, Ulta, and Zenni Optical are among the brands with the best customer service in Newsweeks’ 2023 list.

Combating market conditions with a customer-centric brand

A Q&A with Doma on how they combined tech and deep real estate expertise to reduce time-to-close and improve customer outcomes.

How to make customers love you — a brand guide

The secret recipe all brands should follow: personalization in your CX, customer-centric profiles, and consistent measurement of customer satisfaction.

Customer service quality assurance checklist for support teams

This free checklist can be used to audit the efficacy of your customer and employee satisfaction and technical performance.

Genesys and Gladly comparison

Explore features, pricing, and usability to determine which is the better fit for your business needs.

Beyond the redline — taking Porsche customer care into the next 75 years

We chat with Jeffrey Newman, Customer Care Manager at Porsche North America, about what’s on the horizon for support.

Silent Generation shopping habits

For this value-savvy group, transparency in product price and quality, a convenient shopping experience, and non-mobile browsing top the list of preferences.

Advantages of personalized customer service

The benefits of personalized customer service are compelling for brands who can implement it correctly.

Customer experience audit — free checklist

With this free checklist, support teams can take stock of their customer contact options and touchpoints, performance measurement, CX tech stack, and more.

A comprehensive guide to customer service SLAs

Customer service SLAs are critical for businesses because they establish clear expectations for response times, issue resolution, and customer satisfaction.

Becoming a champion subscription service

Read our conversation with Tasha Puckett, Sr. Manager of Customer Support at FightCamp.

Create a service recovery strategy in 4 steps

With an effective service recovery process, brands can turn negative customer experiences into positive ones and prevent long-term customer churn.

5 customer retention metrics for CX leaders to track

These crucial metrics are indicators of customer satisfaction, loyalty, ease of experience, retention, and revenue impact.

Customer service productivity metrics

In this post, Gladly breaks down key productivity metrics — AHT, RPR, FCR, CAR, and concurrency.

Agent Churn – The Costs of Losing Agents and How To Stop It

With a few actionable strategies, CX leaders can better retain top customer service performers.

Improving customer lifetime value through customer service

Discover the crucial connection between customer service and customer lifetime value, including increased loyalty, repeat purchases, and higher profits.

What kind of customer service leader are you? [quiz]

Discover if you’re a Tactician, Inspirer, Trend Setter, or Rationalizer with this free CX leadership quiz.

Call volume — how to measure and manage it

Discover effective strategies to manage call volume with these expert tips, from optimizing non-voice channels to implementing self-service options.

6 disadvantages of using ticket-based CX software

Discover the potential pitfalls of ticket-based CX software and why it may not be the best choice for your business in this comprehensive list.

How to get leadership buy-in for customer service

These strategies will underscore the benefits of investing in the right tech stack to leadership teams.

What is customer experience maturity? [free assessment]

It’s not guaranteed that as a business scales, so does its CX — which is why tracking CX maturity is crucial.

[Free checklist] Building a customer-focused business strategy

With this free checklist, you can determine whether your organization is taking a top-down approach to a customer-focused business strategy.

How artificial intelligence is eliminating the hassle of social media moderation

There’s an important application for AI that often goes unnoticed — its role in social media moderation.

Key uses of AI to improve customer experience

Uncovering insights, automating menial tasks, and providing individualized recommendations are a few ways to use AI to improve customer experience.

How AI for Customer Support Agents Maximizes CX Efficiency

Speed boosts, sentiment detection, and bulk trend analysis are just the tip of the AI-CX efficiency iceberg. Read more.

Comparing Kustomer and Gladly customer service

Many ecommerce brands find themselves weighing these two comprehensive CX platforms. See the differences in features, functionality, and more.

Key signs your customer service is ready for AI

Are your customer service team members and processes ready for AI? Discover key indicators to determine your preparedness for AI integration and success.

How to evaluate customer service technology

These 7 steps are essential for CX leaders who need to find the right solution for their organization.

9 ways to improve customer effort scores

Use these 9 friction-removing strategies to add ease to your overall customer experience, boost shopper satisfaction, and improve agent efficiency.

Key AI terms for customer service

CX leaders should lean into these innovative concepts that are shaping modern support strategies.

Comparing Salesforce Service Cloud and Gladly

Get a side-by-side comparison of the key differences in features, functionality, and prices between Salesforce and Gladly.

The impact of leadership on customer service success

Discover actionable tips for customer service leaders to enhance CX by empowering their teams through effective leadership.

Impact of using ticket-based vs. customer-based CX platforms

If brands want to achieve better operational efficiency, boost employee satisfaction, and provide best-in-class customer experiences, there’s one clear winner.

The importance of empathy in an AI-driven world

In this Q&A, we discuss the importance of maintaining the human touch to deliver personalized customer experiences in a world powered by AI and automation.

Track these metrics to measure your customer experience

These customer experience metrics illuminate where brands are optimizing their customer journey — and where they may need to improve.

Why a customer loyalty mindset is the secret to long-term success

Hear from Gladly's CEO and Co-Founder on why now is a critical time for brands to make the shift to a customer loyalty mindset above all else.

Leveraging AI to optimize for the busy holiday season

As brands consider AI this holiday season, we've enlisted Excell Brown, Customer Experience Manager at Birdies, to help answer key questions.

3 customer experience ideas inspired by Taylor Swift

This pop sensation has a thing or two to teach brands about creating lifelong fans and delightful experiences.

Busting common AI misconceptions in ecommerce

Delve into the most prevalent AI misconceptions and truths shaping modern ecommerce customer service teams.

Can companies implement AI in-house? An expert weighs in

Build or buy: the classic decision many brands are facing around AI. An AI expert at Gladly weighs in.

Reducing customer service costs with AI

AI isn’t just an efficiency tool. It can also be a cost-saving method, freeing up agents from menial tasks, and more.

How to prepare for CX software renewals

Feel empowered going into your CX software renewal process with this value-focused checklist.

How to balance in-house vs. outsourced customer service teams

Striking the right balance between in-house and BPOs—like investing in agent training and blending AI and self-service—can result in boosted service quality.

5 steps to reduce the cost of customer service and still deliver quality CX

Explore 5 effective steps to streamline customer service costs without compromising quality. Learn key ways to reduce spend while keeping service levels high.

5 reasons brands need to evolve from legacy CX systems

Gladly shares key insights on the urgent need to shift from legacy CX systems. Discover 5 compelling reasons to future-proof your customer experience.

Guide to using AI for better customer interactions

This overview of customer interactions will help CX teams know when it’s a great idea to deploy AI — and when human agents should take the lead.

The road to AI — evolving and learning with industry leaders

CX experts from Victoria Beckham Beauty, Caraway Home, and Birdies share their experiences with AI.

How to easily forecast call volume for call centers

Learn how to use the standard call volume forecast calculation to optimize resource allocation in advance.

AI vs. customer service agents — when human touch is a must-have

While AI is a useful tool, that doesn’t mean it will ever fully replace agents. Discover when to use AI vs agents in customer service.

Radically personal conversation — is your CX platform ready for the future of customer service?

In this Radically Personal Conversation, two experienced CX leaders share insights on the top 3 things every modern support platform should have and more.

Fostering leadership roles for women in CX — a Q&A with Mandi Geary

BSN Sports’ Mandi Geary delivers an inside look at how her leadership in the field of CX has impacted her peers and the industry at large.

Whitnee Hawthorne on the state of women in CX leadership roles

Gain insights from Whitnee Hawthorne as she shares her journey to CX leadership.

Leading with “wow moments” — a Q&A with Keira Warren

Keira Warren, VP of CX at Pet Circle, shares strategies for overcoming resistance to change, driving successful technology adoption, and more.

CX leadership lessons from Nancy Gurd of Caraway Home

Associate Director of CX at Caraway Home, Nancy Gurd, shares her career journey in support, plus her impressions on AI adoption in CX.

CX leaders Q&A – how to drive change within your organization

Learn from CX leaders at Samsonite, Holly Hunt, and Condé Nast, who share their strategies for challenging the status quo and driving effective change.

How CX leaders are doing more with less and seeing success

Three CX leaders from Crate & Barrel and FTD Flowers share strategies for support teams to do more with less, without sacrificing service quality.

The journey to AI – real business cases brands are testing today

Want to implement AI, but don’t know where to start? Learn from CX leaders at Breeze Airways, Rothy’s, and BSN Sports.

Bringing authenticity to digital retail experiences with Tecovas CRO Kim Heidt

Tecovas CRO Kim Heidt spoke at GCLive 2024 about how ecommerce brands can replicate the personalization of an in-person experience online.

Creating a CX-centric organization with Allbirds CEO Joey Zwillinger

Businesses that embrace CX-driven strategies can build stronger connections with customers, drive innovation, and set themselves up for sustained growth.

Leveraging AI in voice unlocks new benefits

Explore the benefits of using AI in voice and how this tool enhances efficiency, personalization, and customer satisfaction.

4 strategies for building a revenue-generating CX program

These profit-focused CX strategies from some of the world’s top brands lay the foundation for teams who want to boost revenue.

7 ways Gladly makes life easier for IT teams

IT leaders are cautious about selecting new CX solutions. Here’s why Gladly is a technology partner they can trust.

Gladly takes home 36 1st-place rankings in G2 Summer 2024 Reports

The results are in — Gladly has secured first-place rankings in 36 categories for Summer 2024! Read more.

Have your cake and eat it too — experience personalized CX at scale with Answer Threads

Answer Threads is Gladly’s latest AI feature that generates customer interactions, freeing up live agents for more complex tasks.

Stop choosing between cost and quality — Gladly lets you have both

Gladly offers a solution to the customer service crisis, combining AI and live agents.

Tracking and measuring success with AI in customer experience

Discover how leading brands like Rothy’s are measuring AI success in customer service beyond traditional metrics.

The 5 customer service AI trends shaping 2025 — industry leaders weigh in

Discover how leading brands are strategically implementing customer service AI to transform CX.

How modern CX platforms transform IT’s role

Discover how modern CX platforms help IT leaders drive innovation while maintaining security.

Your CX team’s AI rollout won’t be fast or smooth, but it will be worth it

Discover key insights from BSN Sports on the challenges and benefits of AI rollouts in CX.

7 proven strategies to improve customer satisfaction in travel & hospitality

Explore seven proven strategies leading travel and hospitality brands use to improve customer satisfaction.

Stop replacing agents — start empowering them

Austin Reece, Head of Product Marketing & Revenue Enablement at Gladly, challenges the common ‘replace agents with AI’ mindset.

How AI is putting ‘customer’ back in customer service

Customer Service & Experience Executive John McCahan explains why the future of CX isn’t about replacing humans with AI.

AI evals for AI — sounds sci-fi, leads to improvement

Alice Li breaks down AI evaluation frameworks: manual vs automated, key tradeoffs, and the importance of human oversight. Essential reading for product teams.

New report alert — 5 CX benchmarks to live (and grow) by

Discover the 5 essential CX benchmarks driving customer support success in 2025, and get data-backed insights from 150+ contact centers.

Marketplace customer service: key strategies for 2025 and beyond

Master marketplace customer service strategies to scale your support operations.

7 innovative ways to increase guest satisfaction in hotels

Discover proven strategies to increase guest satisfaction in hotels.

What is service recovery? Your complete guide in 2025

Find out how to reduce churn and make your customers happy with a 5-step service recovery strategy. Learn more in our blog!

Transaction-only AI is out — let’s update how we use it

Discover how to use AI to personalize interactions, empower agents, and drive revenue.

If you’re not treating AI like an agent, you’re doing it wrong

Is your AI just a tool or a teammate? Revolutionize your customer service with agent-AI.

Customer service is doing AI wrong — and it’s costing more than you think

Is your company using AI to cut customer service costs? Then you're doing it wrong.

How is the CXO role changing?

See how the role of the CXO is transforming and how it can drive revenue.

CX in 2025: cost-saving, cash-driving

Transform your customer support from a cost to a profit center. Learn how in our latest blog.

The future of customer service | Gladly Connect Live 2025

At Gladly Connect Live 2025, leading brands revealed that AI isn’t replacing human agents—it’s empowering them. Learn more!

CX sentiment analysis: artificial intelligence meets emotional intelligence

Discover how AI in sentiment analysis is changing customer experience for the better.

Checklists to build your 2025 AI roadmap

Scale your customer service, personalize interactions, and embolden your agents with AI! Get the checklists you need to prepare for 2025.

Customer service week ideas: budgets, gifts, and activities

October 1 – 5 marks Customer Service Week. A time to celebrate the important role that customer support plays in our everyday lives.

Building an AI-powered customer service strategy — 4 tips to start

Artificial intelligence (AI) in customer service seems to be the topic on everyone’s lips right now.

Customer service software RFP: writing the modern customer service RFP

Check out our Essential Handbook to Writing the Modern Customer Service Platform RFP for a cheat sheet to RFP nirvana.

Gladly IVR support system and technology

Customers have more options than ever to get in touch, but voice continues to be the top channel they turn to for support.

The three stages to developing a customer-centric culture

Brand loyalty is often the result of customer-centric cultures.

7 customer support knowledge base best practices

Live chat, SMS, Facebook Messenger—customers today have near-instant access to help from a company at their fingertips.

Porsche on radically personal and their legendary customer experience to match their legendary vehicles

Porsche has been an iconic brand for decades with the combination of their legendary cars and their passion for Radically Personal Customer Service.

What Is omnichannel customer experience?

Omnichannel customer experience occurs when customers interact with brands with the channel (or channels) of their choice. Read more.

For Andie, radically personal customer service starts with their name

Andie shares how vulnerable shopping for swimwear can be for women and why that led her to start Andie.

3 elements of five-star customer service that make your brand legendary

Delivering five-star customer service is easier said than done. Your company doesn’t have to be a world-beater to deliver world-class customer service. 

6 simple steps to customer satisfaction scores that transform

What’s in a score?

JOANN Is crafting a radically personal “creative happy place”

Drew Chamberlain is JOANN’s Director of Operations and Customer Experience, talks about the importance of building a customer community focused on creativity.

How to reduce call volume and wait times (without hurting your CSAT)

High call volumes are a common reality for brands. When it comes to getting answers, it’s the phone that customers typically turn to first.

How to hire remote customer service agents

In today’s business environment, more and more customer service roles are going remote.

How to Listen to Customers Effectively

The role for any customer service agent is to listen to customers effectively.

eCommerce Customer Service Guide

eCommerce businesses have the luxury of functioning like standard retail companies, but without the significant overhead of managing a storefront.

A Customer Satisfaction Score Improvement Plan (That Actually Works)

They say that happy customers make for a healthy bottom line.

The Art and Strategy of Creating Customer Loyalty for Your Brand

Customer loyalty is a privilege, not an entitlement.

5 Retail & Ecommerce Customer Experience Trends to Watch

Some brands set trends while others simply follow them.

Customer Service Scenarios Test

How can you tell whether your agents are truly ready to take on your customers?

Call Center Training Quiz

How to respond to your customers and provide them with the best customer experience.

Empathy Exercises for Customer Service

The key to excellent customer service, no matter what industry you work in, is empathy.

Assessment for Call Center Agents

Good training can go a long way from taking a candidate from raw potential to all–star call center agent.

The 3 Phases of Customer Service

Customer service is vital to the reputation, sales, customer experience, and long-term growth of any business.

How to Raise Customer Satisfaction in 8 Steps

How you treat your customers, and how they feel about your product or service, is the decisive factor over whether they go back to you or to your competitor.

Setting Customer Service Standards

The health and wellbeing of any public-facing organization is utterly dependent on the quality of their customer service standards.

Help Desk Software RFP

Check out our Essential Handbook to Writing the Modern Customer Service Platform RFP for a cheat sheet to writing an RFP.

Retail Customer Service Guide

Defining a Great Retail Customer Experience

Text-Based Customer Service

Americans spend over 5 hours on their phones and send almost 100 text messages per day.

Customer Service Tone Tips

Communication is just as much about what we say to people as it is how we say it to them.

How to prioritize customer requests

The trick is to prioritize fairly and address the enquiries accordingly.

Call center greetings made easy

Providing both customer and rep with a more enjoyable experience.

Customer care techniques and processes

We’ve said it before, and we’ll say it again: loyal customers are the life force of any organization

Customer support vs customer service

Customer support and customer service are not interchangeable terms, and knowing the difference isn’t just a game of semantics.

How to write an RFP for the modern customer support platform

Find the resources you need to guide you in your search for a new platform.

Customer service software, explained

Customer service (CS) software which is prepped for the modern world, such as Gladly, offers a unified communications structure.

Call center software

Communication is complicated. Software, such as that offered by Gladly, provides a streamlined solution.

Delivering bad news to your customers

Here’s everything you need to know about delivering bad news to your customer.

Help desk software

If customers are a company’s lifeblood, the help desk is its heart.

Customer experience software

Designed to collect and analyze customer data, Gladly provides you with actionable information to support your customers

Customer service automation

Automated CS is a purpose-built process which aids the customer experience by using AI driven modes of communication

Migrating from WooCommerce to Shopify

As your ecommerce business grows and expands, you will likely need to update and reconsider your store platform of choice.

Best Shopify apps and integrations

Shopify is a comprehensive ecommerce platform designed to support businesses of all sizes, at every stage of their development.

Connecting Shopify to an Etsy shop

Whether online only or in a brick-and-mortar business, expanding your company to multiple platforms will always come with a fair share of challenges.

Customer Service Scripts

Learn how structured prompts help agents deliver consistent personal experiences at scale

Prepping for the holiday season: Holiday marketing and promotion ideas

What you simply must know to get your business ready for the most wonderful time of the year.

What is Customer Engagement?

In this article, you’ll find all the basic need-to-knows of successful customer engagement.

10 holiday tips and tricks to optimize your help center

Brands must look at all facets of their online business and ensure they are optimized for growth

Best shipping software for ecommerce businesses

A list of some of our favorite shipping software for ecommerce businesses.

Customer Service Glossary

Customer service terms defined.

Ecommerce growth strategies from top experts

Scaling is at the forefront of the mind of every ecommerce entrepreneur. Online retail is the way of the future.

How to create an unforgettable holiday shopping experience

Create an online shopping experience that feels like a warm hug this season

12 examples of content driven ecommerce programs

Products and services that come complete with an interesting narrative stick better in the minds of audiences.

Innovative ways to implement personalization for online stores

This time, it’s personal.

Allbirds is changing the world, one step at a time

What does making the world’s most comfortable shoe have to do with saving the world?

The importance of abandoned cart emails

The sinkhole that is the abandoned ecommerce shopping cart.

FAQ template — how to write one and why it’s important

FAQ template with universal application, so you can fill it with information relevant to your company, and get back to selling your business.

Call center scripts

Your essential call center script for e-commerce and retail.

Average handle time — What AHT means to a company

Understand how efficiently and effectively your customer services operations are running.

Shopify Plus basic training

If are looking for ways to reinvigorate your business, one of the most important steps you should be considering is providing Shopify Plus basic training.

Client Facing Roles: From Hideous to Glamorous

The role of customer service representative requires specific abilities which may not be considered vital to other positions companies might offer.

24 hour help desk

The benefits and costs of the 24 hour help desk.

Probing Questions for Customer Service & Sales Teams

Why probing questions are useful in sales and how they can be applied to your customer service strategy.

Customer spotlight with Cariuma

With the help of Gladly, they were able to create magical customer moments.

Customer centric-companies and what we can learn from them

A look at what being customer centric entails.

The different types of customer service chatbots

Not all chatbots do the same thing We have the four main types of chatbots that you’ll see today.

Practical tips on how to improve customer service

Understanding the importance of customer service and improving your business model.

Customer service advisor job description tasks and skills

Keywords to focus on in a customer service advisor job description and how to unpack their significance.

How Chubbies is building a community of advocates & lifelong customers

The power of building community amongst your customer base.

Customer data management principles

Customer data management might just be the biggest business of the digital era.

Account coordinator job description

Everything you need to know on how to put together an optimal account coordinator job description.

Customer care representative job escription

Creating the right job description that captures the various skills and qualities that are necessary for a customer care position

5 benefits of delivering an omnichannel customer service experience

Use omnichannel customer service to establish brand loyalty

Quiz: How good is your customer service?

Everything you need to know about creating a customer service quiz and assessing how good your customer service quiz is.

Personalization vs. automation: How both actually work together

There’s often a misconception that more automation in customer service leads to less personalization.

Unlocking the true power of your service heroes

Your customers want a personalized, seamless shopping process—but for that to happen, your service agents are going to need the right tools.

How to better understand customer cues

Understanding the psychology of how customers think and evaluate their purchasing decisions

Five ways to get personal with direct-to-consumer customer service

Your website is more than just a place to sell your products; it’s also the best opportunity you have to show your customers who you are as a brand.

Customer service ambassador job description

Service ambassadors are often the bridge between companies and clients

Follow the Sun model: principles for 24/7 customer support

In today’s business climate, it’s important to be everywhere at the same time – what some call the follow the sun model.

Help desk technician job description

Help desk technicians are the first line of defense for any technical-related customer issues.

Five ways to prevent your shoppers from having a spooky experience

Consider these important dos and don’ts for your brand’s customer service team – so your shoppers can leave feeling treated, rather than tricked.

Using Instagram to generate revenue alongside a great support experience

Learn how customer support via Instagram offers a huge opportunity for gaining brand recognition, new customers and a reputation for great customer service.

10 tips to boost revenue with social support commerce

Take a look at these strategies for using social support commerce to increase your brand’s reach by providing superior customer service.

How to use AI in ecommerce this holiday season  

Discover the best ways AI can help retailers maintain customer satisfaction, reduce costs, and unlock revenue during this make-or-break time.

How to make holiday shopping more human

Discover how human, personalized customer support – especially when things don’t go as expected – can turn holiday shoppers into loyal, returning customers.

15 Best Customer Service Software Platforms in 2025 (Reviewed by Use Case)

Compare the top 15 customer service software platforms for 2025 by features, pricing, and ideal business size. Find the best solution for your support team.

AI pricing that builds trust: the Gladly approach

Discover how Gladly's Resolutions + Assists pricing model creates compound value through customer trust and operational efficiency, not containment.

Boost customer experience with AI: why you should hire a dedicated expert

Want to boost customer experience with AI? Find out why hiring a dedicated AI expert is the key to success. Plus, get a free AI expert job description template.

Break out of siloed support experiences once and for all

Discover how fragmented experiences hurt your team and customers. And learn how Gladly delivers a fully integrated solution.

AI-driven conversational commerce — adopt it and grow

AI-driven conversational commerce is revolutionizing online sales. Discover how it boosts conversions, personalizes experiences, and save costs.

Customer journey mapping for SMBs, the complete 2026 guide

Discover how customer journey mapping can boost retention for small businesses.

The ROI of AI in commerce

AI is revolutionizing commerce, revenue, and efficiency. Measure your company's ROI in AI initiatives and improve your CX.

Customer questions—Your hidden answer to revenue growth

Are your support questions hidden sales opportunities? Discover how to capitalize on them and drive business growth with Gladly.

AI in customer service for SMBs

Power SMB customer service with AI. Learn AI, machine learning, and NLP, and find out how to implement smart solutions that delight customers and drive growth.

How to build customer success with no experience

No customer success experience? That might be your advantage. Learn how to build genuine customer relationships without legacy baggage holding you back.

AI in commerce is the future — and ticketing systems will hold you back

AI is revolutionizing commerce, making ticket-based support outdated. Discover why AI-led commerce is the future for human-centered customer support.

Stop waiting for your helpdesk to ship great AI

Stuck in a helpdesk contract with horrible AI capabilities? Here's the secret to customer-centric automation, which you can deploy in weeks.

CX job description for teams under 10

Unlock the secrets to successful CX hiring on small teams identifying candidates with cross-functional skills to build lasting customer relationships.

Myths vs. reality, voice AI in customer service

Can voice AI handle complex issues? Does it understand context? Will it replace agents? We separate voice AI hype from reality for customer service leaders.

AI in Customer Service: A 2025 Guide

Unlock the mysteries of AI! Our blog makes artificial intelligence easy to understand, breaking down complex topics into simple, engaging reads for everyone.

3 Telecom retention strategies to turn failures into loyalty

Discover 3 telecom customer retention strategies to turn service failures into loyalty opportunities. Learn to reduce churn and cut costs with smarter CX.

LLMs explained: a guide for cx leaders at small businesses

Large Language Models can be confusing. Discover what LLMs are, how they work, and how they can revolutionize your small business’s customer experience.

Unlock the power of true AI voice

We're in a revolution of AI voice, from IVR mazes to intelligent, conversational solutions that truly understand customer needs.

Prepare for peak season like Crate & Barrel

Get ahead with this list of valuable strategies and best practices from leaders at Crate & Barrel.

How digital service channels benefit the modern customer

Delve into the success stories of Zenni, Chegg, and Deckers, renowned ecommerce brands that utilized digital service channels.