Conversations provide a more natural way of handling communication. They provide a holistic view of the Customer, the Channels they use to communicate, and the ability to quickly see past Conversations. Conversations are also comprised of Contacts and Messages that a Customer has with you.
On legacy systems, a Contact is equivalent to one “ticket” (or case number). If the Customer sends one email, SMS, or phone call, this would equal three separate tickets/case numbers. On other systems, these separate tickets/cases will need to be merged to track them, making it time-consuming to get a holistic view of your Customer inquiries.
With Gladly, a call, a chat, or an email is collected under a single Conversation and is tracked directly from the Customer’s Profile in the Conversation Timeline. This means you have a holistic view of all your Customer inquiries from a single location.
