Sometimes we do our best thinking between the lines.

Report: State of the Contact Center

See how your contact center compares to your peers. Don't miss out on our latest report.

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.

Streamlining Your Contact Center

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

From Tickets to Customers

See how JOANN sliced their backlog by 95% in just one month—and without adding headcount.

Empower your agents to sell

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

2020 Customer Expectations Report

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

2020 Vision Report

Featuring original research from Future Commerce, Vision 2020: The State of Retail reveals the top trends you need to know to develop a winning strategy for the next decade.

25 Customer Service Benchmarks You Need to Grow Your Business

See where you stand with your customers with these 25 customer experience benchmarks

2018 Customer Service Expectations Survey

Trends and insights from consumers about customer service.

2017 Customer Expectation Report

Customer service built  for the long haul.

Gartner Cool Vendor Report

Learn why leading industry analysts are calling Gladly one of the leading customer service platforms on the market.

Execs in the Know and CXMB: Retail Report

Get industry specific insights into consumer opinions and behaviors.

Handbooks and Guides

Writing The Modern Customer Support Platform RFP

Say goodbye to legacy. 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.

12 Must-Haves for Your Remote Customer Service Team

Learn how you can build a remote customer service team today.

Things You Can Do Right Now to Reduce High Call Volume

Learn how you can reduce high call volumes

Tickets Versus People

Learn why you should be moving to a people-centered approach to customer service

15 Steps to Delivering Radically Personal Customer Service

Make every customer feel like 1 in a million. Use these 15 ideas to deliver radically personal customer service today.

2020 Checklist: 12 Requirements for Radically Personal Service

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

Your Secret Ingredient to Stellar Customer Service

3 Industry Experts Share How to Cultivate a Customer Service Dream Team

Leverage The Power of AI For Happier Customers

Customers today want quick answers. With AI, you can deliver on that speed, without sacrificing the personal touch that helps keep your customers loyal.

6 Ways to Turn Customer Service Into a Revenue Machine

The truth is that companies aren’t inherently bad at customer service, but rather businesses haven’t chosen to be great at customer service because the economic upside of doing so hasn’t been readily evident. But now, it most certainly is.