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.
It’s not guaranteed that as a business scales, so does its CX — which is why tracking CX maturity is crucial.
In this post, Gladly breaks down key productivity metrics — AHT, RPR, FCR, CAR, and concurrency.
These crucial metrics are indicators of customer satisfaction, loyalty, ease of experience, retention, and revenue impact.
With an effective service recovery process, brands can turn negative customer experiences into positive ones and prevent long-term customer churn.
Customer service SLAs are critical for businesses because they establish clear expectations for response times, issue resolution, and customer satisfaction.
Read our conversation with Tasha Puckett, Sr. Manager of Customer Support at FightCamp.
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.
