While many shoppers still rely on traditional customer service channels like voice, others — like millennials and Gen Z who use SMS , chat , and social media regularly in their day-to-day — prefer digital channels. In fact, 87% of service professionals have seen an...
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 with Gladly Hero, our people-centered platform for delivering personalized agent-assisted customer service. We’re introducing Gladly...
The speed at which technology changes and advances is increasing, and businesses are looking for ways to keep up while balancing between the needs of the business and the needs of their customers. Customers are seeking personalized information, and they don’t want to wait to get it. In fact, 56%...
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...
Listen to the full podcast here: Welcome, welcome. Today we have on the pod with us, Stephen Loynd. Welcome Steven, can I record this call for quality assurance? Absolutely Hailey. And thank you for having me on this beautiful Wednesday morning here in Northern Virginia. ...
by: Jillian Zatta, Customer Success Manager October 28, 2020 So, you think you’re ready to invest in conversational automation, but you want to avoid the hype and nonsense? Great, then we are here to help! Keep these seven points top-of-mind as you build out your chatbot program, and you...
In this moment of crisis, when the majority of the population is self-isolating at home, technology is an even more vital tool for streamlining crisis communications between companies, their teams and their customers. Prior to the COVID-19 pandemic, IDG's 2019 Digital Business reported 91% of...
Increasingly, brands are looking for innovative ways to meet rising customer expectations and remain relevant in a digital-first world. One such tactic is to use chatbots and automation to streamline manual and time-consuming processes and to improve the customer experience. Customer service...
As the number of confirmed cases of COVID-19, or coronavirus, increases across the United States and around the world, businesses are expressing valid concern around how their staff, customers, and day-to-day captive centers and BPO operations will be affected. To maintain employee safety as...
Digital customer support is new and exciting – bringing a world of possibilities for boosting customer loyalty and lifetime value (LTV). But how do you measure results? Key performance indicators (KPIs) can help prove your success in digital customer support and can also help you continuously...
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