Best practices

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.

Call center scripts

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

The holiday in progress

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

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.

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.