Author: Zareen Islam

April 2, 2020

How To Do Your Part and Be A Helper

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Last week we put a spotlight on the amazing work that companies are doing to help during the coronavirus outbreak. It was a post inspired by the conversations that many people in Gladly were having over our Slack channels—in fact, many of the companies on that list were plucked from various channels and threads. But […]

January 31, 2020

A Tale of Radically Personal Service

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A Tale of Radically Personal Service

  Every day customer service heroes work hard to deliver radically personal service to customers —where customers feel known, valued, and experience service that feels effortless. This is the story of one such customer, Michael. And his customer service hero, Stephanie.   …   Meet Michael. Michael’s 10th year wedding anniversary is coming up in […]

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 Support 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 customer support knowledge base if it were available […]

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 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 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 3, 2019

Wall Street Journal: JetBlue to Take Customer-Service Tech to the Skies

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After Gladly software shaved time from customer-service calls, the airline plans to roll it out to in-flight crew [The excerpt below originally appeared on the Wall Street Journal] JetBlue Airways Corp.’s partnership with startup Gladly Inc. has shaved time from its customer service calls, and the airline plans to introduce its software on flights so […]

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