September 4, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Sidekick is our AI and automation platform.
Introducing Answer Threads
Did you catch our big announcement last week? Say hello to our new generative AI feature, which provides quick, accurate, personalized responses to Customers in naturally flowing and engaging conversations. Answer Threads is powered by information stored in your Gladly knowledge base as Public Answers and delivers responses that reflect your brand’s voice and tone.
Join us on September 12 at 9 AM | 12 PM for a live overview of this feature.
Enriching the Service Experience
- Effortless Efficiency: Lightening fast, human-like responses to routine inquiries gives your team the freedom to focus on high-value tasks
- Continuous Improvement: Automatic knowledge gap detection and answer suggestions make your AI smarter with each use
- Brand Integrity: Keep your AI-powered responses aligned with your brand standards
Easy to implement
Answer Threads is easy to implement and manage. There’s no need to set up lengthy flows to teach the AI new information — simply create a Public Answer, and it will learn automatically.
Get started
- Are you using Sidekick today? Review the setup process, then contact Gladly Support to start using Answer Threads.
- Not on Sidekick? Contact the Gladly Sidekick Team to learn more.
- Register and join us on September 12 at 9 AM | 12 PM for a live overview of this feature.
Contact the Gladly Sidekick team if you have questions and are interested in learning more.
Resolved Issues #
Issues and bugs we squashed
Gladly Sidekick is our AI and automation platform.
Missing Chat Buttons for Ask Question Action
Fixed – Chat buttons did not appear when “Always Ask” was toggled on within the Ask Question Action.
Sidekick Conversations in Filtered Inboxes Stuck in Limbo
Fixed – Sidekick Conversations routed to filtered inboxes were not properly handed off after the initial response.
Don’t Miss Out #
Events, notices, and Gladly news
WEBINAR
Join us on September 12 at 9 AM PT | 12 PM ET to see Answer Threads in action. With Answer Threads, you can offer the kind of customer experience your customers crave — friendly, immediate, and effective — without spending immense time, money, and resources. Fortunately, you no longer have to choose between exceptional service and efficient operations. And the best part? It’s seamlessly integrated into your existing Gladly instance and can be deployed in minutes. Explore our game-changing new generative AI feature and learn how early adopters have improved first-contact resolutions and team efficiency.
LEARNING
Onboarding and Training Resources for Seasonal Staff
Check out this week’s recommendations for your new hire training program.
Gladly Training
- How to Work With Routing and Rules – Learn how Routing and Rules can help optimize a busy Contact Center and keep things running smoothly during peak season.
- Support Hero Certificate Course – This is the gold standard training for all Agents and Customer-facing service members who will be using Gladly. You may also use this training to supplement your company-specific training.
Once your new team members learn how to use Gladly, help them develop additional skills to better serve your Customers.
Service Training
- Why Customer Loyalty Matters – This course is an excellent follow-up to Customer Service 101 and 201 courses. Dr. Jagdish Sheth explores brand loyalty and the impactful ways that service shapes the Customer experience.
- Live Chat Etiquette for Businesses – Learn about Live Chat and the top ten “non-negotiables” to consider when providing this service.
- What Does Great Customer Service Look and Sound Like – Build off of last week’s recommended course, Communicate With Confidence, with this deep-dive into the three V’s of effective communication.
We’ll continue providing course suggestions found in Gladly Connect Learning over the next couple of release weeks. In the meantime, feel free to browse hundreds of free CX courses.
REVIEWS
You’re In Good Company
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