August 30, 2022 #
What’s Shipped #
Rich Text Formatting in Task Comments
Rich text formatting is now available for Task comments! While text formatting can already be applied when writing a Task, you can now apply text formatting in comments as well. You can:
- bold, italicize underline
- change text color
- change text size
- use bullets and numbered list
- + more!
Click Aa when commenting on a Task to view your rich text formatting options.
And yes, you can insert emojis. Click the emoji icon to insert emojis. 😍
What’s Coming #
Order Card UI Refresh
Soon, a refreshed version of the Order Card will grace Customer Profiles.
| Current UI | Upcoming UI |
|---|---|
 |  |
Product images will be visible on the Order Card without the need to hover over an order. Also, the order list will be enhanced to provide more context in a visually pleasing way. If you’re not using product images, this could be a good time to reassess including product images in your OMS to provide a richer order card experience for Agents. Stay tuned!
Early Access for Self-Service Threads
Self-Service Threads let your Customers help themselves by viewing their order information in Sidekick. If you’re interested, our team is looking for early adopters to take part in using the Self-Service Threads feature. Check out the pre-qualifications below.
- Currently using Shopify, Big Commerce, or Magento to bring order information into your Customer Profiles.
- You must be using Sidekick without a chatbot already.
- Know that this will have a per-resolution fee associated with it.
If you meet the pre-qualifications above and are interested in learning more about the early adopter program for Self-Service Threads, contact your CSM or Gladly Support.
SMS and Email for Proactive Conversations
Proactive SMS and Proactive Email are coming to join Voice and Chat in your Gladly Proactive Conversations toolbox. Soon, you’ll be able to use SMS and Email to send bulk customer communications, like notifications, reminders, and alerts. These features will require you to upload a CSV of contacts you want to be reached as part of a Proactive Email or Proactive SMS Campaign. We understand that you may need to look at external systems, like your CRM or OMS, to gather email and SMS contacts. To help you prepare, we attached below the CSV templates for Proactive Email and Proactive SMS.
Help Docs will be available as soon as Proactive Email and Proactive SMS are generally available. Stay tuned!
Resolved Issues #
Dashboard Doesn’t Load Coming Back From Away Status – Coming back from an Away status directly to a Reports dashboard caused the loading spinner to get stuck and unsuccessfully load. This is now fixed.
Don’t Miss Out #
RESOURCES
Join Gladly Connect — A CX Community
In many ways, the professional world is digitally connected but socially distant. It’s almost as if the water cooler was replaced by endless LinkedIn network requests and Google searches. The search is over. Join the Gladly Connect CX Community and elevate your expertise.
WEBINAR
2022 Holiday Preparedness Webinar Recording
If you missed the Holiday Preparedness webinar yesterday, 8/29, you can watch the recording here. We hope you learn tips and uncover pearls of knowledge you may not have considered as you prepare for the upcoming holiday season.
RESOURCES
4-week Holiday Customer Service Challenge
The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.
REVIEWS
You’re in good company
We’d love to hear from you – please share your insights on Gladly.
Please leave us a review on G2 Crowd Here
August 23, 2022 #
What’s Coming #
Early Access for Self-Service Threads
Self-Service Threads let your Customers help themselves by viewing their order information in Sidekick. If you’re interested, our team is looking for early adopters to take part in using the Self-Service Threads feature. Check out the pre-qualifications below.
- Currently using Shopify, Big Commerce, or Magento to bring order information into your Customer Profiles.
- You must be using Sidekick without a chatbot already.
- Know that this will have a per-resolution fee associated with it.
If you meet the pre-qualifications above and are interested in learning more about the early adopter program for Self-Service Threads, contact your CSM or Gladly Support.
New Proactive Communication Tools Coming Soon
Proactive SMS and Proactive Email are coming to join Voice and Chat in your Gladly Proactive Communications toolbox. Soon, you’ll be able to use SMS and Email to send bulk customer communications, like notifications, reminders, and alerts. Stay tuned!
Order Card UI Refresh
Soon, a refreshed version of the Order Card will grace Customer Profiles. Product images will be visible on the Order Card without the need to hover over an order. Also, the order list will be enhanced to provide more context in a visually pleasing way. Stay tuned.
Resolved Issues #
Deleted chat content appearing in search – We fixed a bug that caused some deleted chat messages to reappear in Search.
Don’t Miss Out #
WEBINAR
2022 Holiday Preparedness
Are you ready for the holidays? That can come off as a loaded question, especially if you’re unsure or can’t confidently answer “yes.” Hosted by the Gladly Customer Experience team, join us on August 29, 10 AM PT | 1 PM ET and get a live breakdown of what you can do to prepare and have a successful 2022 holiday (service) season.
- Learn best practices on how to build a strong customer service team and get them ready for the holiday rush.
- Learn how to audit your channels, processes, and systems to uncover newfound efficiencies.
- Explore which self-service tools will aid in your team’s success allowing your team to focus on high-touch issues.
RESOURCES
4-week Holiday Customer Service Challenge
The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.
RESOURCES
2022 Customer Expectations Report
Download this year’s Customer Expectations Report and learn how reimagining customer service can drive customer loyalty and revenue. You’ll learn about:
- The support capabilities that lead to customer loyalty
- The tactics big brands use to focus on customer retention
- The role customer service plays in driving business growth
REVIEWS
You’re in good company
We’d love to hear from you – please share your insights on Gladly.
Please leave us a review on G2 Crowd Here
August 16, 2022 #
What’s Shipped #
PDF/CSV download feature for OOTB Reports and Dashboards
While you can already download a CSV version of an OOTB report by clicking Download CSV, this week, you also now have the option to download a PDF version as well.
For dashboards introduced last week — Daily Trends and Coaching Dashboard — you can now download a CSV or PDF version of your dashboard data.
Reports Dashboard in Gladly Connect Learning
We hope you already had the chance to check out the recently released Daily Trends and Coaching Dashboard. To further help you understand how to best use the new dashboards, we created an eLearning version in the Gladly Connect Learning along with the normal help docs for your learning enjoyment.
What’s Coming #
Early Access for Self-Service Threads
Self-Service Threads let your Customers help themselves to view their order information in Sidekick. If you’re interested, our team is looking for early adopters to take part in using the Self-Service Threads feature. Check out the pre-qualifications below.
- Currently using Shopify, Big Commerce, or Magento to bring order information into your Customer Profiles.
- You must be using Sidekick without a chatbot already.
- Know that this will have a per resolution fee associated with it.
If you meet the pre-qualifications above and are interested in learning more about the early adopter program for WISMO, contact your CSM or Gladly Support.
Don’t Miss Out #
WEBINAR
2022 Holiday Preparedness
Are you ready for the holidays? That can come off as a loaded question, especially if you’re unsure or can’t confidently answer “yes.” Hosted by the Gladly Customer Experience team, join us on August 29, 10 AM PT | 1 PM ET and get a live breakdown of what you can do to prepare and have a successful 2022 holiday (service) season.
- Learn best practices on how to build a strong customer service team and get them ready for the holiday rush.
- Learn how to audit your channels, processes, and systems to uncover newfound efficiencies.
- Explore which self-service tools will aid in your team’s success allowing your team to focus on high-touch issues.
RESOURCES
4-week Holiday Customer Service Challenge
The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.
RESOURCES
2022 Customer Expectations Report
Download this year’s Customer Expectations Report and learn how reimagining customer service can drive customer loyalty and revenue. You’ll learn about:
- The support capabilities that lead to customer loyalty
- The tactics big brands use to focus on customer retention
- The role customer service plays in driving business growth
REVIEWS
You’re in good company
We’d love to hear from you – please share your insights on Gladly.
Please leave us a review on G2 Crowd Here
August 9, 2022 #
What’s Shipped #
Reports Dashboards
We’re ecstatic to announce that the highly anticipated reporting dashboards are now available! These two dashboards will provide performance glimpses of the most commonly used reports and display Key Performance Indicators (KPI) metrics in Gladly.
There are two dashboards available this week: Daily Trends and Coaching Dashboards
- Daily Trends – Designed for contact center managers and decision-makers, it provides insight into how the entire contact center is doing for the day.
- Coaching Dashboard – Provide people managers easy access to Agent metrics for coaching and opportunity reasons.
We suggest reviewing What are ‘Out Of The Box’ (OOTB) Dashboards first before using the dashboards.
You can also get to know the new dashboard through the Gladly Connect Learning.
What’s Resolved #
Text in IVR Message Node Disappears – Text added as a Text to Speech Message option previously disappeared upon publishing and refreshing the IVR. This is now resolved.
Don’t Miss Out #
RESOURCES
2022 Customer Expectations Report
Download this year’s Customer Expectations Report and learn how reimagining customer service can drive customer loyalty and revenue. You’ll learn about:
- The support capabilities that lead to customer loyalty
- The tactics big brands use to focus on customer retention
- The role customer service plays in driving business growth
RESOURCES
4-week Holiday Customer Service Challenge
The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.
REVIEWS
You’re in good company
We’d love to hear from you – please share your insights on Gladly.
Please leave us a review on G2 Crowd Here
August 2, 2022 #
What’s Shipped #
New Quick Starts for Insight Builder
Insight Builder Analyst users gain access to lots of new Quick Starts this week, including:
- Agent Metrics dataset — Contacts Fulfilled by Hour, Contacts Missed and Declined, Transfers by Agent
- Agent Events dataset — Agent Timestamps
- Conversation Events dataset — Contact Timestamps, Conversation Timestamps, Merge Events, People Match Reason Counts, Top 10 Topics Added
- Contact Metrics dataset — Inbound Volume by Entry Point
- Task Events dataset — Task Timestamps
- Conversation Metrics datasets — Topics, Handle Time, and FCR
What’s Resolved #
Could Not Remove Dedicated Hero Assignment – We fixed a bug where a Dedicated Hero assignment could not be removed from a Customer.
Unable to Update Multiple Entry Point Exceptions – We resolved an issue where adding or deleting multiple entry point exceptions did not save all changes.
Email and Phone Menu Items in Answers Not Clickable – Normally, when users click on a phone number or email address in an Answer, a menu is opened that lets them perform actions with that information, like Copy to Clipboard. We fixed a problem where the menu would close and the menu items were not clickable.
Audience Filter on Answer Search Not Applied – We resolved a bug where Audience filters were not applied after the first page of Answer search results.
Don’t Miss Out #
RESOURCES
2022 Customer Expectations Report
Download this year’s Customer Expectations Report and learn how reimagining customer service can drive customer loyalty and revenue. You’ll learn about:
- The support capabilities that lead to customer loyalty
- The tactics big brands use to focus on customer retention
- The role customer service plays in driving business growth
RESOURCES
4-week Holiday Customer Service Challenge
The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.
PRODUCT
Help Us Make Gladly Even Better
We’re building new messaging for Gladly, and we’d love your opinion. If you’re interested, let’s have a conversation! We’ll walk through a short presentation and hear your opinion on the state of customer experience. We welcome all roles and feedback. Pick a time that works for you by booking a 30-minute session.
PRODUCT
Attention Gladly Administrators: Enhanced Entry Points UI
Here’s a reminder that the enhanced Entry Point configurations page is now available. Check out additional help materials below you can review to learn about Entry Points and the recent enhancements.
- Entry Points Office Hours recording (July 21, 2022)
- Entry Points Overview video
- Overview of Changes
- FAQs
REVIEWS
You’re in good company
We’d love to hear from you – please share your insights on Gladly.
