Insights, tips, and guidelines to all things customer service.
Is your company using AI to cut customer service costs? Then you're doing it wrong.
Contacts per order (CPO) shows how often a shopper is contacting you regarding a single order.
CX experts at Gladly share 3 tactics that ensure your customer experience helps–not hurts–your bottom line.
Some things never change, but the context around them does: here’s why classic contact center metrics like NPS, CES, CSAT, IQS, and FCR are here to stay.
Most common customer service challenges are caused by inadequate tooling, training, or access to customers.
IVR–which guides users through solutions or toward a live service agent over the phone–is an ideal place to start.
For customer contact channels, both quantity and quality are key.
Supply chain issues and customer service are unavoidably linked.
The most successful customer service teams can recognize and act on key opportunities to upsell and cross sell with customers.
Providing personalized customer service seems like a no-brainer, right?
Gladly explains how this common problem affects CX teams, what causes it, and offers a tool-based solution.
