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.

Direct-to-consumer customer service: 5 ways to get personal

Learn how to get personal with direct-to-consumer customer service so you can give your customers an experience they’ll want to tell their friends about.

Personalization vs. automation: How both actually work together

There’s often a misconception that more automation in customer service leads to less personalization.

5 benefits of delivering an omnichannel customer service experience

Use omnichannel customer service to establish brand loyalty

Customer service ambassador job description

Service ambassadors are often the bridge between companies and clients

Follow the Sun model: principles for 24/7 customer support

In today’s business climate, it’s important to be everywhere at the same time – what some call the follow the sun model.

Help desk technician job description

Help desk technicians are the first line of defense for any technical-related customer issues.

Customer centric-companies and what we can learn from them

A look at what being customer centric entails.

The different types of customer service chatbots

Not all chatbots do the same thing We have the four main types of chatbots that you’ll see today.