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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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.
Customer Service Email Templates Every Brand Needs
These 4 basic templates cover customer questions, frustrated customer scenarios, customer complaints, and following up with customers.
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.
