Gladly Team

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.

Gladly named to Constellation’s 2025 Digital Customer Service and Support ShortList™

Gladly is featured in the Constellation ShortList™ for Digital Customer Service and Support. Learn more!

Call center scripts

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

Bad CX Is a feature, not a bug—why AI vendors are designed to frustrate your customers

Most AI vendors profit when their bots deflect customers, creating frustrating CX. Resolutions + Assists model drives both loyalty and efficiency

Gladly earns recognition in G2’s 2025 Best Software Awards

Gladly earns recognition in G2’s 2025 Best Software Awards, ranking in the top 4% of all solutions in the Customer Service Products category.

Gladly just won "Disruptive Technology of the Year" and here's why it matters for CX leaders

Gladly was named Disruptive Technology of the Year at the 2025 CCW Awards. Learn how our AI is changing customer experience for good, without tradeoffs.

Gladly wins "Best Overall Customer Experience Solution Provider"

Gladly named "Best Overall Customer Experience Solution Provider" for bringing marketing-grade personalization to customer service.

Gladly wins overall customer experience solution of the year | RetailTech Breakthrough 2025

Gladly is honored as RetailTech Breakthrough’s “Overall Customer Experience Solution of the Year,” recognizing innovation in CX.

Gladly AI: New integrations for seamless, powerful customer service

Gladly is proud to announce new and smarter integrations with Shopify, BigCommerce, and more

Six new Gladly capabilities that transform customer service

This new suite of products provides personalized resolutions, seamless integrations, and effortless support across every channel.

Improve CX with AI-powered voice support | Gladly Sidekick

Sidekick Voice delivers instant, personalized support powered by generative AI and deep customer insights. Learn more!

The holiday in progress

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

The 5 principles behind Gladly Customer AI intelligence layer

Explore the 5 principles of Customer AI that power efficient, personal conversations at scale, without compromising on experience or operational impact.

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.

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.

Meet Gladly

Gladly delivers instant personalized resolutions across channels with answers that feel human and actions that complete real tasks. See how it works.

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.

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.

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 Listen to Customers Effectively

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

Call center greetings made easy

Providing both customer and rep with a more enjoyable experience.

The future of customer experience in retail, 2025 trends defining 2026

Discover how AI in retail is revolutionizing customer experience. Get strategic insights to boost engagement, personalize journeys, and drive growth.

How to hire remote customer service agents

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

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.

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.

Customer Service Scripts

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

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.

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.

How to set up customer success processes in a small business

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

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.

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.

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?

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.

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.

How to prioritize customer requests

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

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.

Delivering bad news to your customers

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

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.

Practical tips on how to improve customer service

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

How to better understand customer cues

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

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.

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.

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.

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.

How SMBs are using AI to win customers after hours

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

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.

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.

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

How Ulta Beauty’s guest-centered approach transforms the industry

Learn how Ulta Beauty weathers retail closures through the pandemic, continues to remain customer-focused during an accelerated shift to digital, and more.

The most meaningful customer service metrics

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

5 elements of the best customer experience

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

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.

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.

Why reactive customer service isn’t enough

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

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.

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.

How to reduce customer service costs by optimizing support

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

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.

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.

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.

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.

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.

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.

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 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 BARK matches the passion of pet parents through radically personal CX

Gladly and BARK leaders discuss the profound impact of AI on strengthening customer connections while scaling.

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.

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.

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.

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.

7 proven strategies to improve customer satisfaction in travel & hospitality

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

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.

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.

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.

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.

The Art and Strategy of Creating Customer Loyalty for Your Brand

Customer loyalty is a privilege, not an entitlement.

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?

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?

How Chubbies is building a community of advocates & lifelong customers

The power of building community amongst your customer base.

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.

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.

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.

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.

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.

Phygital shopping: the future of retail customer experience

Discover how phygital shopping blends physical and digital retail to create seamless customer experiences that drive loyalty and revenue growth.

AI in hospitality, changes in the hospitality industry

Find out how AI in hospitality is changing the industry and affecting guest experiences.

What is shoppertainment and how it transforms modern retail

Defined as a revolutionary retail strategy combining shopping with entertainment through live streaming, interactive content, and social engagement.

5 customer support trends not to miss in 2022

Here, Gladly shares the top 5 customer support trends to watch in 2022.

Learn from their personalization mistakes: 3 examples of brands misusing data

Planning to leverage your user data to implement personalization? Proceed with caution.

Gen X online shopping — cracking the code to this demographic

This high-spending group can become your most loyal customers — if you know how to deliver against their preferences and needs.

The expectation economy and what it means for customer service

With the expectation economy, demands on brands are increasing; from better quality products and experiences to transparent information.

How to surprise and delight customers to earn their loyalty

Being able to surprise and delight customers — not just meet their basic needs—is the secret of the world’s most beloved brands.

Exploring the changing shopping habits of baby boomers

Discover the communication preferences and shopping habits of this generation, as well as how to provide better customer support to these shoppers.

Creating a customer experience strategy for long-term loyalty

Focusing on interconnected experiences, actioning on customer feedback, and scaling smart are keys to success.

The evolution of customer experience

Track the qualitative and quantitative CX evolution through the decades. See how powerhouse brands Apple and more captured the pop culture spotlight.

New Guide for Customer Service: How to Exceed Expectations of the Modern Consumer

Leading customer service experts including Shep Hyken, Jay Baer, Dan Gingiss, Jenny Dempsey & Mike McCarron provide insights into serving modern consumers.

Customer service expectations survey and statistics

Our Customer Service Expectations Survey is back again this year, chockfull of valuable customer insights and statistics.

Personalization and speed: Two rising customer needs brands must meet

This and more key consumer insights from the 2019 Customer Expectations Report

Top 10 Digital Commerce Trends Shaping the Future of CX

A Future Commerce Report on the State of Retail

5 modern customer experience strategies your business can’t do without

Customer experience is the lifeblood of your business. Depending on the quality of the customer experience, your customers will either enjoy it or endure it. 

Customer Satisfaction Surveys

Customer satisfaction surveys (also known as CSAT surveys) are an essential tool used by customer service teams to gauge a customer’s overall satisfaction.

Having multilingual CX is a modern shopping must-have. Here’s why

As more businesses move online and more of the world continues to become interconnected.

AI is raising its CX voice

Voice AI is transforming customer experience. Explore how it works, its benefits, and how Gladly's AI-powered Voice solutions can keep you competitive.

Elevate commerce experiences with AI

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

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.

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.

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.

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.

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.

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

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.

eCommerce Customer Service Guide

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

5 Retail & Ecommerce Customer Experience Trends to Watch

Some brands set trends while others simply follow them.

Retail Customer Service Guide

Defining a Great Retail Customer Experience

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.

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.

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.

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.

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.

Gladly certified as Shopify Plus partner

Our partnership with Shopify furthers our mission of empowering brands to deliver radically personal customer experiences at scale

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.

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.

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.

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.

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.

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.

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.

Text-Based Customer Service

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

Next-gen AI voice: Sidekick Voice vs. the rest

Is your AI voice falling short? Learn why Sidekick Voice stands out with complete customer context, 3-second responses, and seamless conversational flow.

Training your AI like a pro: A guide for CX teams

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

Gladly implementation — customers weigh in

Discover what users have to say about the Gladly implementation process in this review roundup, from user adoption to ease of use and setup.

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.

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.

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.

The importance of abandoned cart emails

The sinkhole that is the abandoned ecommerce shopping cart.

What Is IVR?

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

Customer Service Email Templates Every Brand Needs

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

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.

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.

How AI innovations at Gladly are propelling brands forward

Hear from popular ecommerce brands like Peak Design and Birdies on the successes they’re seeing with Gladly.

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.

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 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.

Prepare for peak season like Crate & Barrel

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

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.

How to calm angry customers, a complete guide

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

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.

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 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.

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.

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.

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.

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.

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.

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!

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.

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.

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.

Virtual agents explained in 2025

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

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.

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.

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.

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.

Stop choosing between speed and soul—Why your helpdesk needs Sidekick

Transform your helpdesk with Gladly Sidekick! Move beyond cost-cutting AI & deliver personalized, efficient customer experiences. Learn how.

Customer Service Tone Tips

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

Customer data management principles

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

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.

Customer journey mapping for SMBs, the complete 2026 guide

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

Customer Service Automation: A Complete Guide in 2025

Learn how to use customer service automation to improve efficiency and reduce cost without compromising quality.

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.

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.

Supply chain issues: How to talk to customers

Supply chain issues and customer service are unavoidably linked.

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.

4 reasons ecommerce brands chose Gladly

Accessible design and UI? Check. A full array of out-of-the-box features? Check. Modern technology that scales as the business does? Check.

How to evaluate customer service technology

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

The 3 Phases of Customer Service

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

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

How Agent Status provides workday visibility, across channels

Managers finally have true visibility into all agent activity, all in a single space.

Account coordinator job description

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

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.

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.

Why having SOC 2 Type II compliance matters in CX — Q&A with expert

Learn how Gladly’s SOC 2 Type II compliance bolsters CX data security for the brands it serves. Get details on Gladly’s data compliance and more.

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.

How is the CXO role changing?

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

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.

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.

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.

Help desk software

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

Customer service automation

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

Customer Service Glossary

Customer service terms defined.

Average handle time — What AHT means to a company

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

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.

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.

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

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.

Does your business need Whatsapp customer service?

Many customer service teams around the world are asking themselves the same question

Customer service ambassador job description

Service ambassadors are often the bridge between companies and clients

Help desk technician job description

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

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.

AI benchmarks in ecommerce — why conversational assistants are becoming essential

Discover ecommerce benchmarks that prove why AI shopping assistants boost conversions, increase order value, reduce cart abandonment, and build loyalty.

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.

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.

Demystifying Gladly integrations

See how Gladly Integrations connect all the systems together that your customers need to help them thrive.

Cherry picking tickets in customer service

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

The dos and don’ts of personalized customer service

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

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.

3 ways to refresh your customer contact channels

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

Common customer service challenges and how to handle them

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

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.

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.

Becoming a champion subscription service

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

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.

Overheard at Gladly Connect Live ’22

What can attendees expect to learn from Gladly Connect Live? These actionable CX insights from GCL 2022 set the tone for prospective 2023 attendees.

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.

Gladly levels up in 37 reports in the G2 Winter 2024 update

In the latest winter G2 reports, Gladly received 36 No. 1 rankings, five more than the previous season, while moving up in 20 other categories.

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.

How to prepare for CX software renewals

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

The magic of Gladly – driving irrational customer loyalty

Revisit our favorite moments from Gladly Connect Live 2024 and experience the magic of the ultimate customer experience event.

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.

Glad(ly) to Be a Woman this International Women’s Day

From hashtags on social media, to female-led marches on streets all over the world, the past two years have seen a renewed focus on female empowerment.

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.

A Customer Satisfaction Score Improvement Plan (That Actually Works)

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

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.

Increasing live chat sales with Gladly Payments

What if you could empower your agents to close the sale, in the moment, as they’re talking to your customer?

Customer experience software

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

What is Customer Engagement?

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

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.

5 benefits of delivering an omnichannel customer service experience

Use omnichannel customer service to establish brand loyalty

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.

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.

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.