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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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.
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.
