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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How to prepare for CX software renewals
Feel empowered going into your CX software renewal process with this value-focused checklist.
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.
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.
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.
How to evaluate customer service technology
These 7 steps are essential for CX leaders who need to find the right solution for their organization.
Prepare for peak season like Crate & Barrel
Get ahead with this list of valuable strategies and best practices from leaders at Crate & Barrel.
[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.
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.
Customer service productivity metrics
In this post, Gladly breaks down key productivity metrics — AHT, RPR, FCR, CAR, and concurrency.
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.
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.
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.
