Gladly In the News
Automated or Human, Consumers Demand Smart, Speedy Service
After one year of avoiding physical stores as a result of the pandemic...
3 Rewarding Aspects of Entrepreneurship
Joseph Ansanelli shares some of his thoughts on Entrepreneurship.
Contact Center Infrastructure: It's Time to Assess Your Tools...
If the coronavirus crisis taught us anything, it’s that contact centers are in greater...
Authentic Customer Service: Meaningful Term Or Useless Consultant
What does it mean when a company says that it “aims to provide an authentic customer...
Data from Gladly Highlights Changing Customer Expectations
Nearly a third of customers’ service needs still unmet.
Consumers spend more with brands boasting great online service
Retail Customer Experience highlights top findings from Gladly's fifth annual Customer...
What's wrong with customer service and how can we fix it?
An interview with Gladly CEO, Joseph Ansanelli
Survey: Customers will pay for great online service
Chain Store Age highlights stats from Gladly's 2021 Customer Expectations Report.
New Data Finds Exceptional Service Is Still the Outlier...
Gladly’s annual customer expectations report reveals what consumers look for in a...
Retailers Use AI to Rebuild the Customer Experience
As we move further into 2021, retailers are looking at how to bring shoppers in-store.
Expert: How to improve digital customer service
Today's consumer wants control. Over what and how they buy, how long they'll wait for...
“Communication history with your brand”
An interview with Gladly CEO, Joseph Ansanelli
The Customer Experience Is The New Flagship Store
Micah Solomon highlights how customers can find the sense of brands through CX.
Why We Don’t Want Chatbots to Sound Human
Advances in artificial intelligence (AI) are creating bots that can hold realistic...
How to Integrate SMS, Whatsapp and Apple Business Chat into Your Contact Center
How To Create A Fantastic Retail Experience That Keeps...
An Interview With Orlando Zayas
What Is Customer Satisfaction Score (CSAT)?
Gladly CEO Joseph Ansanelli outlines why CSAT is the ultimate test of performance.
5 Top Help Desk Tools to Improve Customer Communication
Gladly provides the people-first approach (rather than tickets) enables you to connect...
Your marketing peers share their hard-earned online retail wisdom
Gladly helps Kuru and Crate & Barrel through live chat.
50 BEST REMOTE-FIRST COMPANIES TO WORK FOR IN 2021
Gladly is hand-picked as one of the best remote-first employers across the country.
Online Customer Service is the New Storefront
Fewer shoppers entering brick-and-mortar stores and interacting with sales associates...
3 Key Pieces of Information Agents Should Know About Customers
Gladly's Joseph Ansanelli discusses what information agents could use to maximize CSAT.
How Deckers Brands Overhauled Its Tech to Omni-Serve Customers
RIS talks with Riter to uncover how Deckers is harnessing technology to focus on the...
Why Facebook Acquired Kustomer and How It Will Impact Customer...
Learn why Facebook Acquired Kustomer and how it will impact Customer Service Solutions
Why Rothy’s Is Going All-In On Customer Experience Data and...
Rothy's leverages Gladly to improve the customer experience across channels.
Calculating the Costs of Call Center Systems
Joseph Ansanelli sheds light on specific call center subscription fees.
A 5-Step Plan to Change the Stereotype
That Customer Service in Call Centers Has to be Terrible.
Breaking Classroom Barriers Over Zoom
During a panel about “Serial Entrepreneurship,” several alumni gave advice on what...
How to Make D&I a Priority Across Your Business
Margie Mader-Clark highlights how diversity and inclusion are critical to Gladly's success
The Silicon Valley Investors Who Actually Support Women In Tech
Joseph Ansanelli and Greylock Partners named one of Silicon Valley's investors...
Are retail CIOs ready for the ecommerce holiday explosion?
With Covid-19 still keeping shoppers out of stores, data-driven technology is going to...
Personalized Service More Important Than Personalized Marketing?
Research from Gladly, a customer service technology platform, indicates that it is.
Today’s Consumers Expect Personalization
Here’s What This Means for Your Brand
How swimwear brands market themselves during a vacation-less...
How Andie's organic support via text and calls bumped conversion by 30%.
Improve customer retention with these simple strategies
Gladly found that a brand can lose up to 84% of its customers after just...
Rebuilding The Shopping Experience With Custom Service
Andie rebuilt the swimwear shopping experience with personalized customer service.
Now Is The Time For A Conversational Approach To Customer...
Gladly is featured in Forbes with best-selling author Paul Greenberg.
Top 10 CRM Solution Companies - 2020
Gladly is featured as a Top 10 CRM Solution company by CIO Applications.
Gladly Launches Payments to Turn Contact Centers into Revenue...
Crate and Barrel is first to deploy Payments to agents, closing over $100,000 in revenue.
Crate and Barrel taps Gladly for deeper customer service
Crate and Barrel is deploying Gladly's payments solution to drive revenue as well as...
Crate & Barrel accepts payments from new channel
Crate & Barrel is turning its customer service center into a revenue-generator.
Crate & Barrel deploys Gladly Payments service
Crate & Barrel has become the first Gladly customer to leverage its new Payments service.
Study: People want brands to listen to them
BizReport highlights key findings from Gladly's Customer Expectations Report.
Is real-time personalization the future of fashion retail?
The Yes launches with customer service platform Gladly.
It’s Not Too Late to Enjoy Going to Work Every Day
Five women from San Francisco tech share why it’s worth it to switch professions.
Survey: Personalized service keeps customers happy
Chain Store Age highlights stats from our 2020 Customer Expectations Report.
Texting Customers Is No Longer Taboo When Everyone Is Stuck at...
Brands using SMS to offer more than just promotions and pitches.
Gladly Is the Right Customer Service Fit for Andie
Andie chooses Gladly to add a personal touch to customer service.
Radically Personal Customer Service Unlocks Customer Love
Shep Hyken, a top customer service industry influencer, highlights Gladly in Forbes.
Personalization Expectations Continue to Evolve as Consumers...
Our 2020 Customer Experience Report is featured by Women's Wear Daily
What consumers want: Personalization, attention, great experience
Our 2020 Customer Experience Report is featured by Retail Customer Experience.
2020 Customer Expectations Report Shows What Consumers Want
Our annual report dives into why customers value Radically Personal service.
Smartphones are the new salesfloor
Brands are turning to texts, calls, and video as the new sales floor.
America's Best Startup Employers
Gladly Is Named One of America's Best Startup Employers In 2020
How JOANN Uses Personalization to Improve Customer Experience
Q&A With Drew Chamberlain and Joseph Ansanelli.
Gladly Raises the Stakes on Personalization
Gladly introduced a robust self-service component to their customer service platform...
Wall Street Journal: JetBlue to Take Customer-Service Tech to the Skies
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.
Bringing On-Demand to Enterprise
As Jerry Chen, partner at VC firm Greylock Partners, shares in his latest post, The On-Demand Enterprise, it’s possible today to summon a car to pick you up in mere minutes, but waiting for the cable guy is more often than not a whole day affair.
VentureBeat : Gladly raises $50 million to unify customer service interactions
VentureBeat featured news of Gladly’s latest $50 million Series D round, as well as the addition of our newest customers, including TUMI.
Yahoo Finance: Startup “Gladly” raises $118M with personalized customer service in mind
Gladly CEO, Joseph Ansanelli, sat down with Yahoo Finance’s Jack Guzman and Melody Hahm, as well as Michael Block...
APEX: Gladly Bets on End to Customer Communication Silos With Omni-Channel Tool
Gladly was featured in APEX Media’s ‘Fix This’, which examined how Gladly is tackling the problem of information siloes that exist in most companies today.
Building on Customer Traction, Gladly Closes $50M to Reinvent Customer Service by Putting People at the Center of Every Conversation
SAN FRANCISCO, Ca, January 29th, 2019 /BusinessWire/ — Gladly raises $50M, bringing its total raised to $118M, to further its mission of reinventing customer service.
Gladly Wins Retail Innovation Award at the 2019 RTech CEO Forum
Today, we’re proud to announce that Gladly’s been crowned a winner in the 2019 RTech CEO Forum Innovation Awards...
Bloomberg Technology: How Innovation Makes JetBlue Fly
As part of the Cornell Tech @ Bloomberg Speaker Series, Bloomberg TV’s Scarlet Fu sat down with Robin Hayes, CEO of JetBlue, and Bonny Simi, President of JetBlue Technology Ventures.
Harvard Business Review Case Study: JetBlue & Gladly, Omnichannel Customer Service
William E. Youngdahl, a professor at Thunderbird School of Global Management, authored a Harvard Business Review case study analyzing...
Bloomberg Technology: The Next Big Trends in Venture Capital
Gladly CEO, Joseph Ansanelli, joined Emily Chang on Bloomberg Technology as they talked about the next big trends in venture capital.
Forbes: What Customers Want And Expect
Our 2018 Customer Service Expectations Report was recently featured in renowned customer service expert Shep Hyken’s Forbes column.
Gladly Named One of 2018’s Hottest San Francisco Startups
We’re thrilled and honored to be on Business Insider’s latest list of The 19 Hottest San Francisco Startups to Watch in 2018.
Sirius XM Launch Pad: Michael Wolfe talks start-ups and customer service
Gladly was recently featured on Sirius XM LaunchPad from Penn Wharton Entrepreneurship to talk all things starting a company and transforming customer service.