Sometimes we do our best thinking between the lines.

There’s nothing quite like a good read—so we’ve wrapped up our favorite insights and discoveries into essential resources for customer service visionaries.

Driving Customer Loyalty With the Metrics That Matter

Explore Key CX Metrics On the Path to Loyalty

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Reports and Benchmarks

2023 Hero Experience Report

Unlock the insights to empower your customer service team

2022 Customer Expectations Report

Reimagining Customer Service To Drive Customer Loyalty and Revenue

Graduate to Gladly

Unlocking the True Power of Your Service Heroes

Service Is The New Storefront

When we say “service is the new storefront” we mean it quite literally.

2021 Customer Expectations Report

What Customers Expect from a Modern Online Shopping Experience

Vision 2021: A Trends Report by Future Commerce

10 Trends that will Shape the Future of Commerce.

45 Ecommerce Stats for Accelerated Digital Transformation

45 Ecommerce stats you need to know to grow your business.

The New DIY: Retail Opportunity in the Passion Economy

Create generational customer loyalty for your retail brand today.

2020 CX Efficiency Trends Report

Find out what's driving, and impeding, efficiency in your contact center today.

State of the Contact Center

Create benchmarks against your peers, and transform your contact center performance.

The Retail Rebirth: Driving More Revenue in the Retail Economy

Discover what's on the horizon for the next retail revolution.

2020 Customer Expectations Report: Travel and Hospitality

What customers expect from the Travel & Hospitality industry.

2020 Customer Expectations Report: Experiences That Drive Revenue

Turn your contact center from a cost center into a revenue and loyalty generator.

2020 Customer Expectations Report: Fast and Personal Service

Customers expectations for fast and personal service. And how to deliver both.

2020 Customer Expectations Report: Channel Use & Preferences

Consumers expect you to talk with them wherever they are.

From Tickets to Customers

See how JOANN sliced their backlog by 95% in just one month.

2020 Customer Expectations Report

Get the latest trends and insights from customers about customer service.

25 Customer Service Benchmarks You Need to Grow Your Business.

Key Benchmarks that Empower Decisions.
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Handbooks and Guides

Driving Customer Loyalty With the Metrics That Matter

Explore Key CX Metrics On the Path to Loyalty

The Hero Experience Report — A Tactical Guide

Turn Your Agents Into Heroes of Your Brand

Making Customer Service Your Business — A CX Leader’s Guide

A CX leader’s guide to building and maintaining a support center.

Scaling Your Customer Service Center For High Growth in Ecommerce

A guidebook for scaling a customer service center into a cornerstone of revenue

A Practical Guide for Delivering Radically Personal Customer Service

Turn your contact center into a connection center.

Unlocking customer loyalty through natural conversation

Discover what's missing from customer service conversations to foster customer loyalty.

Using Instagram to Drive Revenue Alongside a Great Support Experience

Learn how a channel-independent social support commerce strategy can generate huge returns.

Shopify Plus and Gladly

Unleash the True Power of Your Service Heroes.

Essential Direct-to-Consumer Customer Service Personalization Guide

5 ways to get personal with your customers to drive more revenue.

5 Tips to Avoid the Customer Service Holiday Hangover

5 tips to avoid some of the biggest challenges this holiday season.

4 Steps to Unwrapping an Online Experience that Rivals In-Store

Create a memorable online experience for your customers this holiday season.

10 Ways to Provide a Modern IVR Experience

Provide a modern IVR experience that delights your customers.

Writing The Modern Customer Support Platform RFP

See what you need from your platform to satisfy today’s customer.

Customer Service Guide to Revenue Generation

Turn your customer service department from a cost center into a revenue generator.

Comparing People-Centered vs. Ticket-Centered Customer Support

Why brands are leaving outdated, ticket-centered systems in the dust.

15 Steps to Delivering Radically Personal Customer Service

Make every customer feel like 1 in a million with these 15 radically personal service ideas.

Leverage The Power of AI For Happier Customers

Customers today want quick answers. With AI, you can deliver on that speed, without delay.
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Data Sheets

Instagram on the Gladly Customer Service Platform

Be where your customers are, ready to help on the most popular social commerce platform.
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Checklists

How to Recognize Customer Service Job Burnout

Identify Potential Signs of Burnout on Your CS Team

Gladly’s Holiday Customer Service Challenge

Best practices to prepare for the holiday rush

Checklist: 12 Requirements for Radically Personal Service

Discover if your service platform is up to the task with this checklist and quiz.

Things You Can Do Right Now to Reduce High Call Volume

Improve agent efficiency and customer satisfaction.

12 Must-Haves for Your Remote Customer Service Team

Build your remote customer service team.

CX Self-Assessment

Evaluate the state of your customer service capabilities

Customer Service Software Migration Checklist

Use this before you make a move.
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Case Studies

Streamlining Your Contact Center

Learn how a major retail brand gained over 30% in savings by consolidating their platforms.

Empower Your Agents to Sell

Learn how a major retail brand turned their agents into revenue generators with Gladly.
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