The modern ecommerce customer has higher standards than ever before, demanding a certain level of quality and personalization. In Gladly’s 2022 Customer Expectations Report , we found that 66% of consumers prefer brands that know them and can recommend things they would like. As a result, every digital retailer has an obligation to build and maintain a support center that can inform customers fast, otherwise they may choose a competitor. An important part of informing customers is implementing self-service solutions, especially as the customer experience increasingly starts online. Our research shows that 45% of shoppers are buying directly from brands’ ...

Ready to see what radically personal customer service looks like? Sign up for a free demo with Gladly today. With more customer service platforms to choose from now than ever before, navigating the crowded market can be a challenging task. Zendesk and Gladly are two of the more popular options companies opt to use, with each offering its own take on how to best help brands manage their customer-facing operations. But how do the two platforms compare regarding features, pricing, and scalability? Which one is better for your brand? We’ve got the answers right here. Zendesk and Gladly — An Introduction What is Zendesk used for? Zendesk is ...

Building out proactive service is key to creating stronger customer relationships that ultimately increase long-term value. Every channel has the opportunity to employ proactive customer service strategies when brands use the right tools, training, and automation to execute them. Let’s take a look at some top proactive customer service examples by channel, and break down the proactive solutions customer service teams can start implementing. Key Proactive Customer Service Strategies by Channel Gladly’s 2022 Customer Expectations Report found that 42% of customers ranked reaching agents on their preferred channel as the most important attribute of their ...

The headlines seem to be blaring everywhere: a recession is coming, inflation is out of control, COVID-19 isn’t over, big tech is laying off tons of people, and people are leaving the workforce in droves through The Great Resignation or quiet quitting. Every day seems to bring more challenging news for businesses, despite customer expectations remaining at an all-time high. So what should customer service leaders do when the only thing that’s certain about today’s economy is… uncertainty? If the pandemic taught us anything, it’s that preparation is critical and that customers (and employees) gravitate toward companies that have their backs during tough ...

Whether you’re an ecommerce startup, a brick-and-mortar powerhouse, or an omnichannel brand with both an online and offline presence, your customer experience impacts your revenue. In the best cases, it can be transformative for a business. From customer service to loyalty programs, the opportunities to derive more value from your various customer experience tactics are massive. In this post, we’ll dive into how customer experience drives revenue growth and share three tactics you can implement to boost customers’ lifetime value, attract new customers to your brand, and help support agents work more efficiently. How Customer Experience Drives Revenue Growth ...