blog
How to reduce customer service costs by optimizing support
Want to reduce your customer service costs without damaging your user experience?
December 14, 2022
blog
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.
July 20, 2022
blog
5 customer support trends not to miss in 2022
Here, Gladly shares the top 5 customer support trends to watch in 2022.
June 7, 2022
blog
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.
December 11, 2020
blog
7 customer support knowledge base best practices
Live chat, SMS, Facebook Messenger—customers today have near-instant access to help from a company at their fingertips.
December 13, 2019
blog
Customer support vs customer service
Customer support and customer service are not interchangeable terms, and knowing the difference isn’t just a game of semantics.
June 25, 2018
blog
5 FAQ updates that reduce support volume for DTC brands
Strategic FAQ updates help DTC brands cut support tickets by 40%. Learn how to answer product questions, handle returns, and scale ecommerce customer service.
December 3, 2025
blog
Shopify for small businesses and solving the CS bottleneck
Shopify makes launching easy, but CS becomes the bottleneck as you scale. Learn how AI customer support builds relationships, not just resolves tickets.
October 22, 2025