All the latest from Gladly

March 31, 2020

How To Reduce Call Volume and Wait Times (Without Hurting Your CSAT)

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How to Reduce Call Volumes and Wait Times (Without Hurting Your CSAT)

High call volumes are a common reality for brands. Whether it’s questions during holiday sales, or a more unprecedented crisis like the one we’re experiencing now, when it comes to getting answers for urgent questions, it’s the phone that customers typically turn to first. The unfortunate side effect is a long wait time for customers […]

March 24, 2020

Building Your Remote Customer Service Team: A Quick Guide

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remote customer service team

You may be suddenly finding yourself in one of two new situations. Either 1) you are building out a new customer service team that happens to be fully remote, or 2) you are having to transition to a remote one. While remote customer service teams are nothing new, best practices for building or transitioning to […]

March 9, 2020

6 Simple Steps to Customer Satisfaction Scores that Transform

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Customer Satisfaction Score

What’s in a score? A customer scorecard provides various metrics to help your company assess the quality of its customer service communications. It’s an open, honest and transparent way of letting your customer service team know where they’re knocking it out of the park and where they may need to go back to the drawing […]

March 3, 2020

3 Elements of Five-Star Customer Service That Make Your Brand Legendary

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five star customer service

Delivering five-star customer service is easier said than done. But the good news is that your company doesn’t have to be a world-beater to deliver world-class customer service.  While the brands that lead in delivering world-class customer experience tend to be global players, it doesn’t mean they have a monopoly on providing elite-level customer service. […]

February 26, 2020

What is an Omnichannel Customer Experience?

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When it comes to keeping your customers happy, you probably do everything you can to ensure they view your brand positively. You engage with them on social media, greet them with a smile when they walk through your door, and reinforce your customer service support team with as many tools as possible to keep the […]

February 25, 2020

5 Modern Customer Experience Strategies Your Business Can’t Do Without

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Customer experience is the lifeblood of your business. Depending on the quality of the customer experience, your customers will either enjoy it or endure it.  How your company treats customers affects their behavior – for better or for worse. If it provides a frictionless customer experience, your company will not only gain satisfied repeat customers, […]

February 19, 2020

Turn page likes into real likes with social media customer support

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Meet your customers where they are Being a customer in the 21st Century means being able to connect with your favorite brand on any channel. It’s important to meet your customers when they want, where they want — and that includes social media. They actually now expect it! Gladly helps brands meet customers on their […]

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