The human connection is very powerful in giving your Customers an experience to remember. Give your high-touch VIP Customers the personal, white-glove service that keeps them loyal by assigning them their very own Agent/team of Agents — or, as we call them, Dedicated Heroes.
As the name suggests, once a Customer is assigned their Dedicated Hero(es), they will always* be routed to their Hero(es), regardless of the Channel they use to contact you, as long as their Hero(es) is available. That means instead of remembering a specific VIP email address or phone number, they simply reach out in the most convenient way for them and are directed to their Hero(es).
Contact Gladly Support to activate Dedicated Hero.
*If a Dedicated Hero assigns the Conversation to another Agent, Contacts are routed to the other Agent if that Agent is in the inbound Inbox until the Conversation is closed.
