Author: Zareen Islam

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 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 […]

August 20, 2019

[Infographic] ‘Channel’-ing Your Customers Expectations

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A look at the channels your customers are on, how long they’ll wait for service on each, and their expectations when it comes to their experience between them.   “Does anyone use the phone to make phone calls anymore?”  According to our 2019 Customer Expectations Report, the answer to that is a resounding yes, with […]

July 26, 2019

Making a Lasting Impression In a Single Moment

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Image of TUMI's Charlie Cole and Joseph Ansanelli

Highlights from the Future Commerce podcast feat. TUMI’s Charlie Cole and our own Joseph Ansanelli   Q.  What do you get when you put two CX thought leaders,Charlie Cole (Global Chief eCommerce Officer, TUMI) and Joseph Ansanelli (CEO and Co-Founder, Gladly) in a room with two leading Retail strategy podcasters? A.  A ton of great […]

July 25, 2019

Expectations Around Personalization And Speed Are Increasing

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This and more key consumer insights from the 2019 Customer Expectations Report Gladly’s Customer Expectations Report returns this year with brand new insights into consumer behavior in the US, and how they’ve evolved over the past three years.  From how long customers will wait for service (by channel), to the companies winning the hearts and […]

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