Expansions Best Practices #
Having all of your Customer Experience teams on Gladly can provide a seamless experience for agents and customers and allow for ease of training and consolidation of knowledge and resources.
- Expanding with new teams or organizations is easy on Gladly. You can use your current Gladly instance or set up a new separate one.
- You’ll want to consider how similar your new teams’ needs and workflows are to the teams currently on Gladly when deciding which route to take.
Using Your Current Gladly Instance #
Requirements
You’ll need an already up-and-running Gladly instance and one or more teams that have similar workflows to the teams already on Gladly and that do not belong to a separate sub-brand or organization
Key Considerations
- All agents will see the same answers
- All agents will inherit the same messaging and auto-assignment settings
- All admins will see all teams’ reports
Using a New Gladly Instance #
Requirements
One or more teams that have different workflows to the teams already on Gladly or belong to a separate sub-brand or organization
Key Considerations
- Your teams’ answers, configurations, and other settings will remain independent of each other.
- Other critical decisions will be determined by the scope of the implementation, i.e., IVR structure and recordings, Glad App design, inbox structure, rules, topics, etc.
Implementation #
Key Personnel Required
Project Lead – in charge of managing the Gladly implementation and other project stakeholders, and making key business decisions
IT – responsible for the technical implementation of the expansion on Gladly
Trainer – responsible for training the new teams on Gladly
Agents – the new team using Gladly on a day-to-day basis
Project Management
- You will be working with your CSM and the Gladly Professional Services Team to implement the expansion.
- We will use Asana to map the scope of the expansion to tasks and assign those tasks to the correct stakeholders.
