July 26, 2022 #
What’s Shipped #
Export List of Users
With the new user Export feature, you can download a CSV of your user list and edit multiple users’ data without needing to edit each user via the UI. And once the CSV is updated, you can use the Import feature to upload your changes.
What’s Coming #
Two New Reports Dashboards
The highly anticipated out-of-the-box reporting dashboards are coming soon! These dashboards will provide performance glimpses of the most commonly used reports and display Key Performance Indicators (KPI) metrics in Gladly.
The two OOTB dashboards coming are Daily Trends and Coaching Dashboard.
- Daily Trends – Designed for contact center managers and decision-makers, it provides insight into how the entire contact center is doing for the day.
- Coaching Dashboard – Provide people managers easy access to Agent metrics for coaching and opportunity reasons.
Check out the video below for a short overview. Stay tuned!
Don’t Miss Out #
RESOURCES
2022 Customer Expectations Report
Download this year’s Customer Expectations Report and learn how reimagining customer service can drive customer loyalty and revenue. You’ll learn about:
- The support capabilities that lead to customer loyalty
- The tactics big brands use to focus on customer retention
- The role customer service plays in driving business growth
RESOURCES
4-week Holiday Customer Service Challenge
The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.
PRODUCT
Help Us Make Gladly Even Better
We’re building new messaging for Gladly, and we’d love your opinion. If you’re interested, let’s have a conversation! We’ll walk through a short presentation and hear your opinion on the state of customer experience. We welcome all roles and feedback. Pick a time that works for you by booking a 30-minute session.
PRODUCT
Attention Gladly Administrators: Enhanced Entry Points UI
Here’s a reminder that the enhanced Entry Point configurations page is now available. Check out additional help materials below you can review to learn about Entry Points and the recent enhancements.
- Entry Points Office Hours recording (July 21, 2022)
- Entry Points Overview video
REVIEWS
You’re in good company
We’d love to hear from you – please share your insights on Gladly.
Please leave us a review on G2 Crowd Here
July 19, 2022 #
What’s Shipped #
Attention Gladly Administrators: Entry Points UI Enhancement
A simpler and easier way to manage Entry Point configurations is available in Production this week. Watch the video below to help you get familiar with the updated Entry Points UI/UX.
Check out additional help materials below you can review to learn about Entry Points.
- Register for the Entry Points Office Hours on July 21, 11 AM PT.
- Overview of Change
New ‘Text-Matching’ Condition: Words
A new way to do text-matching in Rules and People Match is available in Production this week! Words will allow Administrators to capture whole words without resorting to RegEx, which requires more technical knowledge to implement and master. For example, ask is contained in basketball and task but sometimes, you may only want a Rule or Boost to fire if the Customer says can I ask you something? and not I like basketball — Words can certainly help with similar use cases.
New Instagram Settings
The new Instagram Messaging Settings option will allow you to control when direct messages and Story mentions appear in the Conversation Timeline. This also means you’ll no longer have to contact Gladly Support to change these settings.
The two new settings available this week are:
Show direct messages initiated by all non-Gladly users in the conversation feed
- Aptly known as the Echo feature, this allows you to expose direct message replies sent by someone in your team that’s not a Gladly user in the Conversation Timeline.
Show all Instagram Story mentions in the conversation feed
- If activated, @mentions of your company Instagram account from a Customer’s public Instagram account create a Conversation in Gladly, allowing you the opportunity to engage with your Customers. Do keep in mind that activating this feature can potentially increase the number of Conversations in Gladly.
New Metric for Insight Builder
We added Contact Fulfilled Per Active Hour metric to the Contact Metrics dataset.
Insight Builder Dashboard Filter Placement
For added flexibility on the dashboard UX, Analysts can now choose to have dashboard filters non-analyst users see appear either on the top side or right side of a dashboard.
Gladly + RedRoute: Connecting to Breakthrough Voice AI Technology so Organizations Can Deliver Great Customer Experiences Affordably
With the RedRoute integration, RedRoute calls will be added to the lifelong Conversation within Gladly, giving Support Heroes a fuller context. Additionally, Tasks will be automatically created in Gladly when follow-up by an Agent is required. Finally, Support Heroes will be able to reduce the back and forth with Customers by accessing written transcriptions of voicemails directly within the Task in Gladly.
What’s Coming #
Export CSV List of Users
The upcoming user Export feature will allow you to download a CSV of your user data so you can edit multiple users’ data without needing to edit each user via the UI. This means you’ll no longer have to create a separate CSV file. Once updated, use the Import feature to upload (in bulk) your updated CSV. Do keep in mind that the upload overwrites all existing user data.
Two New Reports Dashboards
The highly anticipated out-of-the-box reporting dashboards are coming soon! These dashboards will provide performance glimpses of the most commonly used reports and display Key Performance Indicators (KPI) metrics in Gladly.
The two OOTB dashboards coming are Daily Trends and Coaching Dashboard.
- Daily Trends – Designed for contact center managers and decision-makers, it provides insight into how the entire contact center is doing for the day.
- Coaching Dashboard – Provide people managers easy access to Agent metrics for coaching and opportunity reasons.
Check out the video below for a short overview. Stay tuned!
Resolved Issues #
Unable to Save Proactive Chat Campaign Updates – We fixed a bug that caused Proactive Chat to not save Ignore Chat Throttling and Skip Onboarding preferences.
Don’t Miss Out #
PRODUCT
Help Us Make Gladly Even Better
We’re building new messaging for Gladly, and we’d love your opinion. If you’re interested, let’s have a conversation! We’ll walk through a short presentation and hear your opinion on the state of customer experience. We welcome all roles and feedback. Pick a time that works for you by booking a 30-minute session.
PRODUCT
Entry Points UI/UX Office Hours
Calling all Gladly Administrators! Don’t forget to register for the Entry Points Office Hours on July 21, 11 AM PT, to help you better understand the new Entry Points UI/UX.
RESOURCES
4-week Holiday Customer Service Challenge
The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.
REVIEWS
You’re in good company
We’d love to hear from you – please share your insights on Gladly.
Please leave us a review on G2 Crowd Here
July 12, 2022 #
What’s Shipped #
Hide ‘Decline’ Option From Voice Notification Banner
Prevent Agents from declining calls routed to them by hiding the Decline option from the incoming call notification banner.
In practice, Agents should go unavailable for Voice if they are for some reason unable to answer calls reducing the need to decline or ignore being routed to them. Note that the length of time a call is offered to an Agent before it’s routed to another Agent is typically around 15 seconds, but this can be adjusted by contacting Gladly Support.
‘Upload CSV’ Button Renamed to ‘Import’ in Users Settings Page
Used to upload user information in bulk via CSV, the Upload CSV button has been renamed to Import. To complement this update, an Export feature will soon be introduced, allowing you to export a CSV of all user data.
Refreshed Color Scheme for Gladly Reports
An improved color scheme across all OOTB Reports is available to enjoy this week. This update is all cosmetic and does not affect reporting data.
Gladly + Recharge: Enrich Customer Profiles with Subscription Information
With the Recharge integration, Support Heroes can now view Customer subscription and product details to help answer any questions that Customers may have regarding their subscription without having to leave Gladly.
The Gladly and Thankful Chat Integration Just Got An Upgrade
Check out the latest updates to Thankful’s integration with Gladly.
Upgrade #1: Conversations in Waiting
- Say goodbye to automatic Agent assignment when a chat request waits for a Customer’s response. With our improved integration, Thankful will either close the chat Conversation or pass it to Gladly for Agent follow-up. This eliminates manual work, empowering Agents to focus on higher-quality tasks.
Upgrade #2: Race to Assignment
- When a chat request comes through Gladly, Thankful’s AI Agent will engage first before routing it to an Agent. This reduces the number of repetitive chat Contacts being routed to Agents, improving productivity and helping to scale your support team faster.
What’s Coming #
Export CSV List of Users
The upcoming user Export feature will allow you to download a CSV of your user data so you can edit multiple users’ data without needing to edit each user via the UI. This means you’ll no longer have to create a separate CSV file. Once updated, use the Import feature to upload (in bulk) your updated CSV. Do keep in mind that the upload overwrites all existing user data.
New Instagram Settings
The upcoming Instagram Messaging Settings option will allow you to control when direct messages and Story mentions appear in the Conversation Timeline. You’ll no longer have to contact Gladly Support to change these settings.
The two new settings coming are:
Show direct messages initiated by all non-Gladly users in the conversation feed
- Aptly known as the Echo feature, this allows you to expose direct message replies sent by someone in your team that’s not a Gladly user in the Conversation Timeline.
Show all Instagram Story mentions in the conversation feed
- If activated, @mentions of your company Instagram account from a Customer’s public Instagram account create a Conversation in Gladly, allowing you the opportunity to engage with your Customers. Remember that activating this feature can potentially increase the number of Conversations in Gladly.
Two New Reports Dashboards
The highly anticipated out-of-the-box reporting dashboards are coming soon! These dashboards will provide performance glimpses of the most commonly used reports and display Key Performance Indicators (KPI) metrics in Gladly.
The two OOTB dashboards coming are Daily Trends and Coaching Dashboard.
- Daily Trends – Designed for contact center managers and decision-makers, it provides insight into how the entire contact center is doing for the day.
- Coaching Dashboard – Provide people managers easy access to Agent metrics for coaching and opportunity reasons.
Check out the video below for a short overview. Stay tuned!
New ‘Text-Matching’ Condition: Words
A new way to do text-matching in Rules and People Match is coming soon! Words will allow Administrators to capture whole words without resorting to RegEx, which requires more technical knowledge to implement and master. For example, ask is contained in basketball and task but sometimes, you may only want a Rule or Boost to fire if the Customer says can I ask you something? and not I like basketball — Words can certainly help with similar use cases.
Attention Administrators: Entry Points Enhancement
Coming soon is a reimagined Channel Entry Points settings UI and UX allowing for a simpler and easier experience to manage Entry Point configurations.
UI/UX may change
To help Gladly Administrators prepare and better understand the upcoming changes, we created the supporting materials below you can review in advance.
- Register for the Entry Points Office Hours on July 21, 11 AM PT.
- Review Entry Points Overview
While this is an exciting update that promotes operational efficiency, the upcoming transition to the new experience doesn’t require immediate action on your end, so you can take your time to get acquainted with the new Entry Points UI/UX. Stay tuned!
Resolved Issues #
Topics Report Displaying Zeros – We resolved an issue with the Topic report where it displayed zeros in cells with timezones ahead of UTC.
Don’t Miss Out #
PRODUCT
Entry Points UI/UX Office Hours
Calling all Gladly Administrators! Don’t forget to register for the Entry Points Office Hours on July 21, 11 AM PT, to help you better understand the new Entry Points UI/UX.
RESOURCES
4-week Holiday Customer Service Challenge
The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.
REVIEWS
You’re in good company
We’d love to hear from you – please share your insights on Gladly.
