Contact centers today are comprised of an intricate web of platforms and systems—from customer support platforms, to order management systems, to loyalty program software—all of which are necessary to provide customers with great service. But while they serve a necessary function, they can still create a lot of unnecessary complexity and inefficiencies in your operations. On average, customers save up to 50% of their platform costs by consolidating platforms. In this third and final post of our Efficiency Series (see part one on how to turn agents into sellers and part two on maximizing your contact center efficiency), we explore how ...

Contact centers today face increasing pressure to do a lot with limited resources. At Gladly, we’ve been thinking about how to help contact center leaders negotiate this tricky balance, culminating in this three-part series of posts on maximizing efficiency in your contact centers. If you missed part one , we tackled the idea of turning your agents into natural sellers, and shared a case study of how one of our own customers pivoted their contact center team into revenue generators . Today, we’ll explore the inefficiencies unfortunately inherent in most contact centers, and how to overcome them to extract the most from the resources you ...

Your contact center plays a pivotal role in delivering the great customer experiences that keep your customers satisfied and coming back to you time and again. Yet, like most departments in most organizations, they routinely find themselves in the tricky position of having to deliver to a consistently high standard, but with limited resources at their disposal. In this three-part series, we explore how contact center leaders today can make the most of what they have through a combination of (1) driving revenue through their contact center, (2) increasing agent efficiency, and (3) streamlining contact center operations. First up, we put the spotlight ...

What’s in a score? A customer scorecard provides various metrics to help your company assess the quality of its customer service communications . It’s an open, honest and transparent way of letting your customer service team know where they’re knocking it out of the park and where they may need to go back to the drawing board. Rome wasn’t built in a day. Similarly, it takes time to construct a meaningful customer scorecard that will stand the test of time. This is where surveys come in. Conducting a customer satisfaction survey (or requesting completion of a customer service evaluation form) is an age-old method of measuring customer ...

Delivering five-star customer service is easier said than done. But the good news is that your company doesn’t have to be a world-beater to deliver world-class customer service. While the brands that lead in delivering world-class customer experience tend to be global players, it doesn’t mean they have a monopoly on providing elite-level customer service. The truth is your company doesn’t have to be part of the Fortune 10, Fortune 100 or Fortune 500 to make the grade. Whether you’re a fledgling startup on the local scene or a corporate giant with global reach, providing world-class customer service is well within your grasp. World-Class ...

In the latest episode of Radically Personal , a podcast from Gladly , Melanie Travis , the founder and CEO of Andie , shares how vulnerable shopping for swimwear can be for women. And why that led her to start Andie with the goal of creating a radically personal shopping experience that feels like shopping with your best friend. It’s an incredible story that I am truly excited to share. Listen to Melanie on Apple Podcasts, Spotify or on the web at radicallypersonal.com If you haven’t yet heard about Andie, they are one of the top direct-to-consumer swimwear retailers and growing 600% year over year. It’s an entirely ...

Frankie Littleford has, as she puts it, “jet fuel in her blood.” An airline industry veteran and co-founder of JetBlue Airways, Frankie was the force behind the airline’s customer service mission to “bring humanity back to air travel.” I’m thrilled to welcome Frankie as my first guest on the Radically Personal podcast series from Gladly . Frankie is a roll-up-your-sleeves kind of leader with so much innovation in her story. Listen to Episode 1 and subscribe to Radically Personal here During our conversation, Frankie explains how the “crazy” idea of establishing a 100% remote call center from day one changed ...

Every day customer service heroes work hard to deliver radically personal service to customers —where customers feel known, valued, and experience service that feels effortless. This is the story of one such customer, Michael. And his customer service hero, Stephanie. … Meet Michael. Michael’s 10th year wedding anniversary is coming up in less than a week (yay!) But he’s just found out that his wife bought the same pair of earrings he’d been planning to surprise her with. That means he needs to get a new gift—and fast. “Can I get it yesterday?” Michael calls the customer support line of Baubles, the store he bought his wife’s earrings ...

Customer service heroes make their job look incredibly easy. But while they might resolve a customer’s issue in a single email, phone call, or chat session, it’s usually the result of a lot of behind-the-scenes work— by them, and the organization at large. Whether it’s liaising with the warehouse team to check if something is in stock. Or the back-and-forth emails with Fulfilment to see when a delivery is due; what might seem like a minor customer request usually requires an accordion of tasks and coordination to resolve. And when you multiply that by the hundreds of customers being helped in a day—that’s a lot of work to keep track of. Gladly’s Tasks ...

In a world of on-demand delivery and television on tap, customers today are starting to expect near-immediate satisfaction in all aspects of their lives. And that poses an interesting challenge for companies trying to deliver to their customers’ satisfaction—how can you provide quick resolution to their questions and issues, while still providing your customer service representatives the space to build the all-important relationships that keep customers loyal? The answer—as with many things in life—is technology. And more specifically, artificial intelligence (AI). Granted, we haven’t reached the AI dreams promised to us in ‘The Jetsons’ (Astro, ...

Making customer service radically personal starts with making it effortless for your customers to reach out on whichever channel works best for them. And while a part of that means being there for your customers on the channels they want to be on, it’s also a lot about making their experience on that channel the best it can be. For 53% of customers, that great experience means being able to find answers wherever they are, rather than being directed to a new page, window, or channel. Today, we’re excited to move the needle on the mobile experience with the launch of our mobile in-app chat, which will allow your customers to chat directly with you in ...

Gladly CEO Joseph Ansanelli joins the Kristen Scholar and Brad Smith at Cheddar to talk about the repetition in the Customer Service Experience today and how Gladly is looking to solve this issue keeping the consumer in mind. Interview transcript below. Brad: What makes Gladly different from other similar Customer Relationship Management systems, is it fair to classify [it as] this? Joseph: Sure, look our mission is to figure out how to help business to consumer make customer service radically personal, and we do that by putting people or customers at the center of the process. Unlike traditional, I’ll call them ‘legacy customer service platforms’, ...

After Gladly software shaved time from customer-service calls, the airline plans to roll it out to in-flight crew [The excerpt below originally appeared on the Wall Street Journal ] JetBlue Airways Corp.’s partnership with startup Gladly Inc. has shaved time from its customer-service calls, and the airline plans to introduce its software on flights so cabin crew can have a bird’s-eye view of information about customers onboard. Eash Sundaram, JetBlue’s chief digital and technology officer, said the airline could roll out the software to thousands of in-flight crew members next year after testing it with dozens of employees later this ...

Customers have more options than ever to get in touch, but voice continues to be the top channel they turn to for support. Here’s how we’re making the voice experience better for customers. Nothing can replace the power of the human voice. And, while it may feel like no one talks on the phone these days, it remains the top channel that customers turn to engage with companies on , especially when they want answers fast. Yet there’s no doubt that while experiences with customer service over the phone can be amazing, they can also be equally as frustrating. From seemingly endless options to choose from (think ‘press 1 for support, 2 for ...