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.

24 hour help desk

The benefits and costs of the 24 hour help desk.

Account coordinator job description

Everything you need to know on how to put together an optimal account coordinator job description.

Customer data management principles

Customer data management might just be the biggest business of the digital era.

Probing Questions for Customer Service & Sales Teams

Why probing questions are useful in sales and how they can be applied to your customer service strategy.