All the latest from Gladly

January 8, 2020

Using Data to Improve Your Customer Experience

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Jumping For Joy

A great customer experience is about a lot more than just the sale. It’s the sum of many parts—from the advertising you see on Instagram, to your experience browsing through a store (online or in real life), as well as the support you receive from a brand’s customer support team.  All that to say that […]

January 2, 2020

3 Ways AI Is Changing The Game For Customer Service Agents

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For most, the idea of AI in customer service is likely to conjure images of chatbots. Or perhaps even those robot baristas taking San Francisco by storm.   However, the most interesting applications of AI in customer service today is in fact less about AI taking center stage, and a lot more about helping agents behind […]

December 13, 2019

7 Best Practices To Designing a Customer-Centric Knowledge Base

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Customer-Centric Knowledge Base

Live chat, SMS, Facebook Messenger—customers today have near-instant access to help from a company at their fingertips. But sometimes, your customers just want to be able to find answers for themselves—in fact, according to research by Coleman Parkes, 91% of consumers said they would use an online knowledge base if it were available and tailored […]

December 5, 2019

The 25 Customer Service Benchmarks You Need To Know To Grow Your Business

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25 Customer Service Benchmarks

  For companies today, differentiating oneself from the competition has become less about who offers the most competitive price, and more about delivering on a brand identity and quality of service that helps them stand out from the pack.  But to understand how to deliver a stellar service, it’s critical that businesses first understand the […]

November 22, 2019

Rethinking The Contact Center: From ‘Contact’ to ‘Connection’

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Prior to the 20th century, ‘customer support’ was strikingly different from what we’re used to today. Forget UPS pick-up, returning something or getting it fixed meant having to physically go down to a store yourself—which might have entailed travelling hours or even days—and having a one-to-one conversation with the shopkeeper (who might also have been […]

November 19, 2019

The Three Stages to Developing a Customer-Centric Culture

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(This post was written by Nate Brown, Head of Customer Experience at UL EHS, and co-founder of CX Accelerator, a community for customer experience professionals to help and learn from each other. Read more from Nate at cxaccelerator.com)   A customer-centric culture is the “make or break” component of any customer experience initiative. It was […]

November 14, 2019

New Handbook On The Block: ‘Level Up Your Customer Experience With AI’

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In a world of on-demand delivery and television on tap, customers today are starting to expect near-immediate satisfaction in all aspects of their lives. And that poses an interesting challenge for companies trying to deliver to their customers’ satisfaction—how can you provide quick resolution to their questions and issues, while still providing your customer service […]

October 28, 2019

Meet Your Customers On The Go With In-App Chat Support

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Making customer service radically personal starts with making it effortless for your customers to reach out on whichever channel works best for them. And while a part of that means being there for your customers on the channels they want to be on, it’s also a lot about making their experience on that channel the […]

October 17, 2019

JOANN + Gladly : Crafting Greater Customer Experiences Together

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JOANN and Gladly

Today, we’re thrilled to announce our partnership with JOANN, a company that’s spent the past 75 years (and counting) in the pursuit of helping customers find their ‘creative happy place’. For JOANN, that journey to a customer’s ‘happy place’ extended not just to their experience in-store, but across all the customer support channels that they […]

October 16, 2019

Gladly Aims to Take Repetition Out of the Customer Service Experience

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Gladly CEO Joseph Ansanelli joins the Kristen Scholar and Brad Smith at Cheddar to talk about the repetition in the Customer Service Experience today and how Gladly is looking to solve this issue keeping the consumer in mind. Watch below:   Interview transcript below: … Brad: What makes Gladly different from other similar Customer Relationship […]

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