Tag: best practices

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 […]

February 19, 2020

4 Modern Challenges Faced By Help Desk Teams (And Their Solutions)

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Customers can be challenging and customer service challenges faced by help desk teams are a dime a dozen – different days, different challenges. How your help desk teams handle these challenges is critical to your company’s long-term success. If they rise to the occasion, your company will likely have customers for life with increased profitability […]

February 6, 2020

Radically Personal Episode 1: JetBlue Service Brings Humanity Back To Air Travel

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Radically Personal Episode 1: JetBlue Service Brings Humanity Back To Air Travel Frankie Littleford has, as she puts it, “jet fuel in her blood.”  An airline industry veteran and co-founder of JetBlue Airways, Frankie was the force behind the airline’s customer service mission to “bring humanity back to air travel.”  I’m thrilled to welcome Frankie […]

January 31, 2020

Introducing Radically Personal: A New Podcast From Gladly

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Joseph Ansanelli hosts Radically Personal, a new podcast from Gladly

  The world has changed. The way we communicate, transact, travel, and how we expect to be treated by the companies we buy from; it’s all changed. Which means it’s time to get Radically Personal with your customers. I’m excited to introduce a new original podcast from Gladly featuring conversations with customer service leaders from […]

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 […]

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 […]

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 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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Customer service is at its best when it's a conversation. Start one today.

Customer Service is at its best when its a conversation. Start one today.