Gladly helps businesses make lifelong, loyal Customers by empowering them to deliver radically personal Customer service. And we do it in a few ways that are unique to us.
People, not tickets #
We believe that great Customer service starts by putting people at the center. When a Customer reaches out to your company, they do so expecting to have a real conversation and be treated like a person, not a case number. That’s why you won’t find a single ticket on Gladly. You’ll just see a single view of the Customer’s entire history with your brand. Think past purchases, previous outreach, lifetime value, loyalty status, membership, order history, and more. With all of this context, Gladly can match them with the right service Agent to ensure they get the best support. This system has the power to transform a simple interaction into a meaningful connection between a Customer and your brand.
Single, lifelong conversations #
Gladly delivers channel-independent, lifelong conversations out of the box so you can meet Customers where they are. This means all channels — from voice to messaging to self-service — are natively built-in, giving your service Agents a centralized place to communicate and respond to Customer requests in a single view. Because a Customer’s Conversations are tied to one thread, your Agents never have to ask them to repeat or re-cap a recent situation that may have occurred through a different channel. They have all the background they need to better help the Customer, leaving Customers feeling valued because they are known, and your support agent feeling empowered having an accurate history of past Customer engagements.
Agents become Heroes #
When they’re using a platform that looks and feels like the same consumer apps they use personally in everyday life, your Customer service Agents are going to naturally be more focused and productive. That’s why Gladly is designed to be intuitive and user-friendly. Information is where it’s expected to be, the next actions are easy to find, and Conversation history is front and center. With everything they need at hand, your Agents can connect quickly and deeply with Customers and accomplish what the Customer needs more efficiently and with greater satisfaction, turning your support Agent into a Support Hero
Personalized self-service #
Research shows that minimizing Customer effort to achieve their goal is key to increasing loyalty, and Gladly makes it easy to help Customers help themselves — before, during, and after a conversation. Self-service on Gladly allows you to not only surface answers to frequently asked questions and provide 24/7 Customer support, but also give fast, personalized responses based on everything you already know about a Customer — like the answer to common questions such as “where is my order?” All of this is natively built into a Customer’s Conversation history, making it easy for support Agents to pick up the conversation should the Customer need a bit more assistance.
We’re excited to partner with you and help make Customer service your business. With this guide, you’ll learn more about the Gladly platform and how to use it, gain practical insights and helpful tips, and pick up some additional resources that you can reference whenever you need help.