Brands require innovative customer service teams to meet rising customer expectations and adapt to changing business demands. CX leaders play a crucial ...
Today’s brands face the challenge of balancing growth with limited resources. How can teams scale operations without inflating costs and maintain personalized ...
AI has become an integral part of the modern business landscape, with some brands already leveraging its power to transform their operations. In a recent ...
March ushers in Women’s History Month, a time when businesses of all stripes celebrate the extraordinary contributions of women in the workplace. But while ...
As AI and automation become more essential to customer service and support teams, brands that learn to adopt and integrate these technologies effectively ...
Ecommerce brands that build passionate followings can struggle to maintain their connection with customers as they grow. To support ongoing growth, companies ...
Customer loyalty is becoming the main competitive advantage and the greatest currency for ecommerce brands. To thrive in the “ loyalty economy ,” brands ...
If your business is experiencing a significant drop-off at checkout, it’s in your best interest to learn how to reduce cart abandonment. Many of the ...
The relationship between consumers and brands has always been a complex one, evolving considerably in the past few decades. Today, the dynamic between ...
Every ecommerce brand’s goal should be to create a strong, loyalty-driving customer experience. Building that experience is often discussed in the context ...
Whether it’s semi-annually, annually, or even after several years, software contract renewals are a crucial moment for technology buyers at every company. ...
AI and automation have rapidly increased the efficiencies of CX teams across the globe, making daily tasks far easier while empowering agents to do more ...
CX leaders have long relied on outsourced customer service teams — also called business process outsourcing (BPO) call centers — to provide additional ...
With the promise of improved efficiency , deeper insights, and richer customer experiences , artificial intelligence (AI) has captured the imaginations ...
Taking AI in-house is an option many businesses are exploring with the hopes to maintain full control over their technological infrastructure. But is it ...
Your customer service agents are the backbone of your business and the front line of your brand — the main drivers of customer satisfaction, loyalty, and ...
When evaluating customer service technology, you must ensure the solutions they provide will give you the desired impact. Whether you’re looking for higher ...
While many shoppers still rely on traditional customer service channels like voice, others — like millennials and Gen Z who use SMS , ...
There’s one question popping up across the tech space, from boardrooms to water coolers, and everywhere in between — “How is AI going to change our daily ...
Today, I am excited to announce Gladly Sidekick, our new AI and automation platform that enables personalized self-service. It’s designed to work hand-in-hand ...
Customer service agents are usually the first point of contact most people have with a brand. It shouldn’t be surprising, then, to point out that your ...
The way your business adapts to change is how you are (or aren’t) remembered down the line. And one such way to successfully withstand change is through ...
As your business grows, your needs will shift to match both your customers’ evolving expectations as well as those of your agents . Not having the right ...
Customer-focused brands often have more high-value and longer-lasting relationships with their customers. To build an organization that’s focused on the ...
While legacy ticketing platforms have their advantages, the disadvantages of ticketing in customer service can leave your team without the tools they need ...
In the daily hustle of a support center, being completely honest and open to each customer often feels like a service element brands have to do without. ...
Like any workplace, support centers lose employees every now and then, whether they find another job or move up in the company. Unfortunately, customer ...
Loyal shoppers are the backbone of any successful business, and while customer churn is a common issue, it’s one that you can solve. By paying attention ...
Many ecommerce marketers have taken a particular Jeff Bezos quote to heart: “There are many ways to center a business. You can be competitor-focused, ...
Selecting the perfect customer support solution is a major undertaking, requiring CX leaders to carefully research and audit all available options. Topping ...
Ecommerce retailers constantly check their support center for areas of improvement to maintain a superior customer experience. If you want to evaluate ...
Choosing the right customer service platform for an ecommerce business is no easy task. Brands should make sure the technology they use is capable of handling ...
Customers have unlimited access to a wide variety of products and services, making it harder now than ever for brands to get and keep their attention. ...
Every year, Newsweek releases a list of the top companies providing the best customer service. This thorough ranking highlights excellence across ...
The modern ecommerce customer has higher standards than ever before, demanding a certain level of quality and personalization. In Gladly’s 2022 Customer ...
Ready to see what radically personal customer service looks like? Sign up for a free demo with Gladly today. With more customer service platforms ...
Building out proactive service is key to creating stronger customer relationships that ultimately increase long-term value. Every channel has the opportunity ...
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, ...
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 ...