Angie Tran on Muck Rack

Angie Tran

Canada
As seen in: Quartz, GlobeNewswire, KTVI-TV (St. Louis, MO), WOOD-TV (Grand Rapids, MI), ADVFN, WGN-TV (Chicago, IL), EIN News, WRIC-TV (Richmond, VA), WWLP-TV (Chicopee, MA), WIVB-TV (Buffalo, NY) and
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Articles

6 questions your AI vendor hopes you won't ask

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By Angie Tran
| gladly.ai
Every AI vendor offers a free trial. Most of them look great. Dashboards are polished, demo scripts are tight, and resolution numbers are high. But trials are curated experiences — and the questions that matter most are rarely on the agenda. Before you sign anything, here are six areas where the gap between trial performance and production reality tends to be widest. 1. How they define "resolution" Resolution rate is the headline metric in almost every AI pitch.
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6 best helpdesk software options for online stores

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By Angie Tran, Maya Williams
| gladly.ai
A shopper who has to re-explain their order history every time they contact support is not going to stay a customer for long. That frustration traces back to a single structural problem: support tools built around tickets instead of people. Helpdesk software centralizes every customer conversation so support teams can resolve issues faster and build a record that makes each interaction smarter than the last. This guide is for ecommerce operators and CX leaders comparing platforms.
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Voice AI for contact centers that actually works

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By Angie Tran, Christian Eberle, Austin Reece
| gladly.ai
Voice is your highest-cost channel. It's also where your most important customer conversations happen. When someone picks up the phone to call your support line, they're usually dealing with something urgent. An order went wrong. They need an answer before making a purchase. They're frustrated and want a real person. Yet here's the paradox: the channel that handles your highest-intent customers often delivers your worst experience. 67% of customers have to repeat themselves when they call.
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