Contributing Author

Angie Tran

Read More from Angie Tran

Common Pet Peeves With Customer Service Platforms

Noticing flaws in your CX tooling? These common issues raised on forums and social media reveal how many team leaders have pet peeves with their customer service platforms.

Is Customer Service a Good Career? Experts Weigh In

Gladly unpacks this question by examining shifts in the customer service industry over time, as well as benefits and disadvantages of careers in support.

Building Relationships With Customers — The Why and How

Building relationships with customers is the key to sustainable brand growth. Here, Gladly explains how to start developing the hard and soft skills needed to get it done.

How to Ensure Your Returns Experience Is Customer-Centric

The tools you’ll need to build it, plus technology feature recommendations to ensure a user-first experience.

How to Reduce Customer Service Costs by Optimizing Support

Want to reduce your customer service costs without damaging your user experience? Ditch ticketing platforms, promote self-service options, enable your agents to sell, and toss out repetitive agent tasks.

3 Bad Customer Service Examples and How To Avoid Them

These common examples of bad customer service are the root cause of almost every issue that arises between brand and shopper.