September 27, 2022 #
What’s Shipped #
Errors in Custom Attributes
It used to be that whenever there was an error for a Custom Attribute in a Customer’s Profile, the whole page would display an error, creating a difficult experience for Agents. Now, the error will display on the line of the faulty Custom Attribute itself, leaving the rest of the Customer Profile free for Agents to use as needed.
New Filters for the Daily Trends Dashboard
We’ve added new filters to the Daily Trends Dashboard, including filtering by Channel and Inbox. Read more about it here. Please note that this feature will be available on the afternoon of Thursday, September 29th.
What’s Coming #
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!
Mobile Number Lookup
This week in Sandbox, there will be a new feature that automatically labels incoming calls from Customers on mobile phones as “Mobile,” and merges existing Customer Profiles with that number listed as “Other.” This update will increase Agent efficiency as well as decrease the number of orphaned Customer Profiles. It is worth noting there will be a small charge added to your telephony costs for this service. If you wish to turn the feature off, go to “Orchestration” and click on “Mobile Phone Number Identification,” then toggle the switch to “Off.”
Stay tuned for more information in the Help Docs, coming soon.
Don’t Miss Out #
EVENT
Proactive SMS and Proactive Email Customer Webinar
Join us on October 6, 10 AM PT | 1 PM ET for a Proactive SMS and Proactive Email session. There, you’ll learn all about how to meet your Customers in their preferred Channels. See you there!
REVIEWS
You’re in good company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
September 20, 2022 #
What’s Shipped #
Customer Profile Cards Cosmetic Updates
A few weeks ago, we announced our Order Card UI Refresh. This week, we made some small tweaks to the look of the Customer Profile, including the new Order Cards. These changes — including adding a new icon for missing product images, and creating tooltips for long text — will help your Agents provide a better experience for your Customers.
What’s Coming #
Gladly Going Offline for Platform Maintenance on 9/24
On Saturday, September 24, 2022, at 10:30 PM (Pacific Time/PDT), Gladly will be brought offline for 30 minutes for a key platform database upgrade.
- See Status Page for maintenance details.
- Please read this FAQ for information on what to expect before, during, and after the maintenance.
Note that starting at 10:00 PM PDT, net-new calls for Gladly Voice will not be allowed. Ongoing calls will not disconnect at 10:00 PM, however, calls must end before 10:30 pm PDT, or else the call will automatically end.
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 #
Pasting Rich Text in Answers – There was an issue where pasting rich text into an answer displayed as HTML instead of rich text. This is now fixed.
Don’t Miss Out #
EVENT
Product Roadmap Customer Webinar
Join us on September 28, 10 AM PT | 1 PM ET for a Product Roadmap session. There, you’ll get a peek into features and enhancements we’re already working on, are planning to build, and those we are currently researching. See you there!
REVIEWS
You’re in good company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
September 13, 2022 #
What’s Shipped #
Mentions For Tasks and Notes
You can now mention others to notify them of Tasks or Notes that need their attention. Mention others by typing @ and then selecting their name from the list that appears. Mentioned users are notified via their Notifications Center and the new “Growl” notification. Watch the short video for a quick overview.
Watch the short video below for a quick overview.
Feel free to share this link (https://vimeo.com/743146270/f0d35db753) with your team to help them quickly learn how to use Mentions in Tasks and Notes.
‘Daily Trends’ Is Now the Default Report
The default report that opens when accessing the Reports page is now the Daily Trends dashboard. Use it to glance at how your contact center is doing. Don’t forget to click the load icon once you’ve selected the filters you want.
Connect Twilio Segment to Gladly
By connecting Segment to Gladly, you can use Gladly Conversation status to inform and enrich your Customer data information and analytics.
What’s Coming #
Gladly Going Offline for Platform Maintenance on 9/24
On Saturday, September 24, 2022, at 10:30 PM (Pacific Time/PDT), Gladly will be brought offline for 30 minutes for a key platform database upgrade.
- See Status Page for maintenance details.
- Please read this FAQ for information on what to expect before, during, and after the maintenance.
Note that starting at 10:00 PM PDT, net-new calls for Gladly Voice will not be allowed. Ongoing calls will not disconnect at 10:00 PM, however, calls must end before 10:30 pm PDT, or else the call will automatically end.
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 #
Unable to View First Contact Resolution Data Before May 2022 – We fixed a bug that caused the First Contact Resolution report to not display data before May 2022 when filtered by Channel.
Don’t Miss Out #
EVENT
Product Roadmap Customer Webinar
Join us on September 28, 10 AM PT | 1 PM ET for a Product Roadmap session. There, you’ll get a peek into features and enhancements we’re already working on, are planning to build, and those we are currently researching. See you there!
Connect Learning
‘How Your Tone Affects Service’ Connect Learning Guide
Learn how voice and tone can alter a conversation from ordinary to memorable, and how the way you sound can affect how you’re perceived and how your message is received. It’s one of the secrets to creating a great service experience. This Guide is fantastic for any CX practitioners or Agents who want to communicate better.
Connect Learning
‘Customer Service Essentials’ Connect Learning Path
It’s one thing to learn how to use Gladly to provide service, but it’s another to do it in a way that allows you to radically connect with Customers in a personable way. The Customer Service Essentials Path teaches — or helps refresh — soft skills we utilize to communicate with Customers.
- What It Means To Provide Radically Personal Service
- How To Communicate With Empathy
- How Your Tone Affects Service
- How to Help Customers in Gladly
This Path is a great refresher course for Agents as you head toward the busy holiday (service) season.
REVIEWS
You’re in good company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
September 6, 2022 #
What’s Shipped #
‘How Your Tone Affects Service’ Connect Learning Guide
Learn how voice and tone can alter a conversation from passing to memorable and how you can affect how you’re perceived and how your message is received. It’s one of the secrets to creating an excellent service experience. This Guide is fantastic for any CX practitioners and Agents who want to become better communicators.
‘Customer Service Essentials’ Connect Learning Path
It’s one thing to learn how to use Gladly to provide service, but it’s another to do it in a way that allows you to radically connect with Customers in a personable way. The Customer Service Essentials Path teaches — or helps refresh — soft skills we utilize to communicate with Customers.
- What It Means To Provide Radically Personal Service
- How To Communicate With Empathy
- How Your Tone Affects Service
- How to Help Customers in Gladly
This Path is a great refresher course for Agents as you head toward the busy holiday (service) season.
Order Card UI Refresh
A refreshed version of the Order Card is now available in Customer Profiles.
| Previous UI | New UI |
 |  |
Product images are visible on the Order Card without the need to hover over an order. Also, the order list is enhanced to provide more context in a visually pleasing way. If you’re not using product images, this could be an excellent time to reassess including product images in your OMS to provide a richer order card experience for Agents.
What’s Coming #
Mentions For Tasks and Notes
In Sandbox this week, you’ll be able to mention others to notify them of Tasks or Notes that need their attention. You can mention others by typing @ and then selecting their name from the list that appears. Mentioned users are notified via their Notifications Center and the new “Growl” notification.
Watch the short video below for a quick overview.
Feel free to share this link (https://vimeo.com/743146270/f0d35db753) with your team to help them prepare and quickly learn how to use Mentions in Tasks and Notes.
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 #
Cursor Issues in Composition Screen Due to Chrome 105 – A Google Chrome v.105 roll-out last week caused unexpected cursor behaviors in the Gladly composition screen, preventing users from selecting and highlighting text and moving the cursor around normally. This is now fixed for English text input/composition.
Don’t Miss Out #
EVENTS
CX Lunch in San Francisco
To all our San Francisco-based CX practitioners: Join us at 1 PM PT on September 13th for a CX-focused lunch and best practice discussion. Along with the opportunity to network, we’ll also reflect on the business contributions of Support Heroes and the need to elevate the importance of their mental health and professional satisfaction.
RSVP for Gladly Connect Local (San Francisco) — September 13th @ 1 PM PT
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. Well, the search is over! Join the Gladly Connect CX Community and elevate your expertise.
REVIEWS
You’re in good company
We’d love to hear from you – please share your insights on Gladly.
