Not only do these individuals support and guide potential shoppers through the sales process to the final purchase, they have the ability to create lifelong brand advocates.
Blending reactive customer service with lesser-practiced proactive customer service—providing solutions that address customer issues before they contact a support team—can increase efficiency on support teams, budgetary savings, and customer loyalty and retention.
Brands that push beyond reactive customer service by proactively anticipating shopper needs and providing them with assistance before they reach out stand to gain lifelong fans and improve service team efficiency.
Wondering how much leeway you have with customers? In this post, learn about the two-strike rule, and how it feeds into the importance of customer retention. Plus, get 4 strategies to prevent customer churn and keep buyers coming back for the long haul.
In this 2022 planning guide, two Gladly CX experts discuss the impact of inflation, supply chain disruption and economic obstacles on the upcoming holidays; while sharing their go-to checklist items for customer service planning before peak season.
Debating outsourcing customer service for seasonal surges or 24/7 coverage? Before you pull the trigger, know the pros (and cons) of this CX decision.
In this post, Gladly answers the fundamental questions of what customer experience is (and isn’t) for ecommerce brands looking to review and improve their user experience.
Are you collecting the right types of first-party data to take your customer service to the next level? CX tool buyers can use Gladly’s free Customer Profile Checklist to understand the kinds of datapoints you’ll need to gather.
Summertime is the ideal season to prepare customer service for the holidays—especially for these key areas.
See how flower delivery brand Farmgirl Flowers provides exceptional customer service that drives customer acquisition and loyalty.
