Table of Contents
Gladly is the first all-in-one Customer Service platform, which means you no longer have to work with many vendors to utilize advanced technologies to provide an excellent service experience for your Customers. You’ll find all the features you need within the Gladly ecosystem.
Natively built-in Channel features #
There is no need for separate and clunky integrations. Every communication Channel you need is already in Gladly.
- Voice – Voice is natively built into Gladly. No 3rd party integration is required.
- IVR – Alongside Voice, you have a fully customizable IVR.
- Text/SMS – Support Customers through their favorite on-the-go Channel.
- Chat – Chat with Customers on your website, even allow them to search your public FAQs through Glad App.
- Social – Supporting popular social platforms like Facebook Messenger and Instagram Messaging, you can always meet Customers on social Channels they prefer.
- Email – Manage all inbound and outbound email communications with no “ticket” or “case number” required.
Capabilities #
Besides Channel capabilities, there’s so much more Gladly can offer without requiring any 3rd party integration.
- Answers – Empower your Agents and provide Customers with high-quality, consistent help information no matter the Channel they reach out from. Answers can also be used to power FAQs on your Help Center and Glad App.
- Agent Status – Help Agents keep track of their workday by allowing them to select a status that reflects what they are working on.
- Contextual Callback – Even through voicemail, you have the opportunity to resolve Customer issues before you call them back.
- Dedicated Hero – Give your high-touch, VIP Customers the personal, white-glove service that keeps them loyal for life by assigning them their very own Agent/team of Agents — or as we like to call them, Dedicated Heroes.
- Gladly Sidekick – Gladly Sidekick is an AI and automation platform designed to work side-by-side with Gladly Hero. This is a separate product offering separate from Gladly Hero.
- Insight Builder – Choose your own adventure by building reports to answer questions your business needs answered.
- Knowledge Base – Leverage the power of self-service using Help Center where Customers and Agents alike can find FAQs.
- Liveboards – See live updates on how your contact center is performing, what your Agents are doing, and the trending Topics your Customers are reaching out about.
- Payments – Securely accept credit card information for payments through Messaging Channels.
- Proactive Chat – Engage your website visitors through deliberate and strategic proactive chat messages via Glad App.
- Proactive Voice – Proactively call your Customers to provide timely and relevant updates/messages without an Agent having to reach out to them one by one manually.
- Proactive SMS – Proactively SMS your Customers to provide timely and relevant updates/messages without an Agent having to reach out to them one by one manually.
- Proactive Email – Proactively email your Customers to provide timely and relevant updates/messages without an Agent having to reach out to them one by one manually.
- People Match – Intelligently route Customers based on their current situations, LTV, wait times, and more using People Match.
- Skills – Working with People Match, Skills allows the assignment of skills to Agents to enhance the chance of Customers getting routed to an Agent most knowledgeable about resolving their issue.
- Glad App – Allow Customers to view FAQs wherever they are on your website. If they need help, they can easily chat with an Agent.
- Quick Reply – Give Customers specific options — by way of buttons — in Glad App, so they’re routed to the right Agent, have the opportunity to self-service, or even give you the opportunity to create automated workflows.
Integrated Apps #
Gladly includes many built-in capabilities and is made even more capable with a long list of integration partners in our ecosystem.
See our list of integration partners for more information.
