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.
Contacts per order (CPO) shows how often a shopper is contacting you regarding a single order. Here, Gladly shares the best strategies for meaningfully improving CPO–and calls out some outdated, harmful tactics to avoid.
Your customers communicate by texting, so why wouldn’t your ecommerce brand? If you’ve never used this channel on your support team, start with these 4 SMS templates for customer service teams, which cover the most common encounters: order confirmations, status alerts, reminders, and follow ups.
A list-style review of the key self-service tools companies can leverage to improve experience and connect customers more deeply with their brands.
If you’re not treating your customer service center as a revenue generator, you’re leaving money on the table. These templates make upselling & cross selling wins simpler for agents.
Modern shoppers want service agents they interact with to be product experts who can answer questions about the items they’re interested in and offer suggestions tailored to their needs. Use this guide to ensure your customer service agent training is driving product-led expertise.
When your team knows how to address the multiple types of customer complaints appropriately, you’ll build customer loyalty that ensures shoppers will return to your brand again in the future.
Customer service is a difficult enough job, especially if your team is held back by tooling or processes. Here, CX experts at Gladly share 5 steps to empower your customer service agents to work smarter, not harder.
For better or worse, your customer experience will impact your revenue. Here, CX experts at Gladly share 3 tactics that ensure your customer experience helps–not hurts–your bottom line.
Some things never change, but the context around them does: here’s why classic contact center metrics like NPS, CES, CSAT, IQS, and FCR are here to stay.
