All the latest from Gladly

December 5, 2022

Contacts Per Order — What It Is and How to Reduce It

Posted by Gladly Team
Reducing contacts per order

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 Here, Gladly shares the best strategies for meaningfully improving CPO–and calls out some outdated, harmful tactics to avoid.

November 30, 2022

4 Must-Have SMS Templates for Customer Service

Posted by Gladly Team
SMS Templates for customer service

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.

November 4, 2022

3 Customer Service Agent Training Tips for Product Expertise

Posted by Gladly Team
3 Customer Service Agent Training Tips for Product Expertise

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.

October 28, 2022

Empower Customer Service Agents in 5 Easy Steps

Posted by Gladly Team
Empower Customer Service Agents in 5 Easy Steps

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.