Insights, tips, and guidelines to all things customer service.
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Is your company using AI to cut customer service costs? Then you're doing it wrong.
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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.
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.
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.
Common customer service challenges and how to handle them
Most common customer service challenges are caused by inadequate tooling, training, or access to customers.
What Is IVR?
IVR–which guides users through solutions or toward a live service agent over the phone–is an ideal place to start.
3 ways to refresh your customer contact channels
For customer contact channels, both quantity and quality are key.
Supply chain issues: How to talk to customers
Supply chain issues and customer service are unavoidably linked.
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.
The dos and don’ts of personalized customer service
Providing personalized customer service seems like a no-brainer, right?
Cherry picking tickets in customer service
Gladly explains how this common problem affects CX teams, what causes it, and offers a tool-based solution.
