March 29, 2022 #
What’s Shipped #
Idiomatic Integration With Gladly
Idiomatic is now available for use with Gladly. With Idiomatic, you can categorize and quantify sentiments and feedback from Customer Conversations in Gladly. You must have an existing Idiomatic account to connect to Gladly to utilize this integration.
Composition Drafts Preserved After Merge
When merging two Customer Profiles and there is a draft composition like an email, Task, or Note on either Profile, the drafts are preserved in the primary Customer Profile after the merge, so no context is lost.
‘Build an Effective Training and Onboarding Program’ Connect Learning Guide
Have you ever wondered how to build an effective training and onboarding program? Made for those who train or onboard new team members in your company, the new Build an Effective Training and Onboarding Program Connect Learning Guide articulates how Box found success in its training and onboarding program called BoxCamp. Learn the building blocks they used, their content creation process, and more. Walk Away with tips and new ideas to improve your own training and onboarding program, or even start your version of BoxCamp! Sign up for a free Connect Learning account if you don’t already have one.
What’s Coming #
New ‘ Direct Messages’ Settings Page
Available in Sandbox, Direct Messages now has its own page under the Channels category on the Settings page. Here, you’ll see accounts you have connected to Gladly and the option to connect additional accounts.
Simplified Menu Structure and New Channels Page
Coming soon, we’re simplifying the main menu drawer as part of our efforts to consolidate all Gladly configuration settings on the Settings page.
This simplification will also bring additional changes listed below.
- Remove the Channels page from the main menu drawer.
- Introduce the new Conversation Workflow Settings page, which houses all Channel-specific configurations (e.g., capacity settings, after-call work settings, etc.) that are currently on the Channels page.
- Introduce the new Entry Points Settings page, which houses all Channel-specific Entry Point settings (e.g., Entry Point SLA settings, Inbox, etc.) that are currently on the Channels page.
- While some Administrators already see the Voice option on the Settings page, most still see Phone Numbers. This will soon change to Voice for everyone.
And with the changes mentioned above, More Settings will simply be called Settings.
Don’t Miss Out #
Connect Learning
‘How To Communicate With Empathy’ Connect Learning Guide
How do you turn a not-so-ideal Customer situation into a memorable and positive experience? Sometimes, all we need to do is listen and communicate empathetically and match that with actions that surprise and delight Customers. We encourage Customer-facing team members to complete the How To Communicate With Empathy Connect Learning Guide to learn best practices, review suggestions and tips on handling difficult situations. Anyone who needs access to Connect Learning to complete the Guide can sign up for a free account.
Connect Learning
Skills for People Match Webinar Recording
Did you miss last week’s Skills for People Match webinar? No worries! You can watch the full recording in the Events section of the Connect Learning. Sign up for a free account if you don’t already have one.
EVENT
Gladly Connect
Join us May 17-18 for Gladly Connect, a great opportunity for Gladly customers, partners, and customer service leaders to meet. In this virtual event, you’ll learn how to:
- Pivot from seeking customers to keeping customers.
- Increase the lifetime value of your employees.
- Earn customer loyalty through benevolent, competent service.
Connect Learning
Customer Directory
The Customer Directory is a contact database of mentors who have opted-in to share their information so you can — as a mentee — reach out and learn from CX leaders who are also Gladly Customers. Visit the Customer Directory help doc to learn more and how to gain access to the directory.
March 22, 2022 #
What’s Shipped #
Search by Phone Number in Debugger Tools
Along with email addresses, you can use phone numbers in the Basic or Autolinking debugger tools to search for a Customer via the Lookup Adaptor.
‘How To Communicate With Empathy’ Connect Learning Guide
How do you turn a not-so-ideal Customer situation into a memorable, positive experience? Sometimes, all we need to do is listen and communicate empathetically and match that with actions that surprise and delight Customers. Check out the new How To Communicate With Empathy Connect Learning Guide to learn best practices and see suggestions and tips on handling difficult situations. Anyone who needs access to Connect Learning to access the Guide can sign up for a free account. We encourage Customer-facing team members to take this Guide.
Don’t Miss Out #
EVENT
Gladly Connect
Join us May 17-18 for Gladly Connect, a great opportunity for Gladly customers, partners, and customer service leaders to meet. In this virtual event, you’ll learn how to:
- Pivot from seeking customers to keeping customers
- Increase the lifetime value of your employees
- Earn customer loyalty through benevolent, competent service.
EVENT
Skills for People Match Webinar
How do you make People Match, Gladly’s customer-centered routing technology, even more powerful? Introducing Skills for People Match. With Skills, you can create a holistic picture of your Heroes’ strengths to match them with Customers they’re best suited to help. Please register and join us on March 23rd, 10 AM PT, to learn more about Skills, how to use them with People Match, and best practices to get started right Away.
Connect Learning
Customer Directory
The Customer Directory is a contact database of mentors who have opted-in to share their information so you can — as a mentee — reach out and learn from CX leaders who are also Gladly Customers. Visit the Customer Directory help doc to learn more and how to gain access to the directory.
PRODUCT
Use Grammarly With Gladly
While not officially productized, having Grammarly desktop locally installed has shown to work with Gladly! Make sure you don’t have a Grammarly browser extension installed or activated.
March 15, 2022 #
What’s Shipped #
Move Dashboards in Insight Builder
Today, you may prefer to build reports in your personal folder until you’re ready to share the report dashboard with your broader team. To help with the transition, we’re introducing a faster way to move dashboards between personal and shared folders and vice-versa. See Convert a personal report as a shared report to learn how. As a reminder, shared folders allow the dashboards to be accessible by Team Manager roles and above.
GET API Calls Now Include ‘externalCustomerIds’
The Gladly GET API and GET File API can now uniquely include and send externalCustomerIds to map Customers back to an external system. This is especially useful if you have multiple external systems linked to Gladly. Contact Gladly Support if you’d like to activate externalCustomerIds for your organization. Additional documentation is coming soon to our developer site.
Update to ‘Developer’ User Role Permission
The new Developer role by itself now only allows access to the suite of Lookup Adaptor Debugger tools and the Apps page. To enhance the Developer role with the ability to search for Customer Profiles or create new Profiles, assign the Task User or Agent role to the user. Administrators can assign the Developer role to themselves or to an existing user to access the debugger tools.
Lookup Adaptor Custom Attribute Tool
It can sometimes get overwhelming tracking the number of custom attributes available in Gladly, especially if you have many apps connected or have multiple Lookup Adapters. In Production this week, use the Custom Attributes tool to see all the cus tom attributes from apps or custom Lookup Adapters that may appear in a Customer Profile. These attributes could be read-only, editable, or even hidden.
Autolinking + Detailed Workflow Tool
A Customer Profile typically includes basic Customer attributes like their name, phone number, and email address. But through a custom Lookup Adaptor you build or an app connected to Gladly, you have the opportunity to include other custom attributes about the Customer from other sources to Gladly. In Production this week, use the Autolinking + Detailed Workflow tool to learn what happens when an Agent tries to load a Customer Profile not currently linked to an external system. You can test what happens if you attempt to link the Customer and possible errors you might encounter and how to fix them.
Don’t Miss Out #
EVENT
Gladly Connect
Join us May 17-18 for Gladly Connect, a rare opportunity for Gladly customers, partners, and customer service leaders to meet. In this virtual event, you’ll learn how to:
- Pivot from seeking customers to keeping customers
- Increase the lifetime value of your employees
- Earn customer loyalty through benevolent, competent service
EVENT
Skills for People Match Webinar
How do you make People Match, Gladly’s customer-centered routing technology, even more powerful? Introducing Skills in People Match. With Skills, you can create a holistic picture of your Heroes’ strengths to match them with Customers they’re best suited to help. Please register and join us on March 23rd, 10 AM PT, to learn more about Skills, how to use them with People Match, and best practices to get started right Away.
PODCAST
Radically Personal Podcast
Check out our latest episodes of the Radically Personal podcast and hear Adam Seede, the Director of Guest Services at Ulta Beauty, talk about how they are transforming the Beauty Industry with a Guest-Centered Approach.
March 8, 2022 #
What’s Shipped #
Drag and Drop Help Center Sections and Answers
It’s now faster than ever to reorganize Help Center Sections and Answers with the new drag-and-drop feature. Simple drag-and-drop a Section or Answer from the list to change the sort order.
- Sections – Changing the sort order using the drag-and-drop feature immediately updates the order in which Sections appear in your Help Center.
- Answers – Changing how Public Answers are sorted in each Section using the drag-and-drop feature updates the order in which Answers appear in each Section on your Help Center. Don’t forget to click Save.
New Setting to Allow Use of External Names
Because Agents can configure an External Name to provide some anonymity in external communications like email, it’s only prudent to have control over when External Names can be used or not. To do this, we added a new Settings option on the Users page. Here, you can activate/deactivate the use of External Names (for those who have it configured) for external communications. Note that the External Name field on the profile page is only available if this feature is activated.
What’s Coming #
Lookup Adaptor Custom Attribute Tool
It can sometimes get overwhelming tracking the number of custom attributes available in Gladly, especially if you have many apps connected or have multiple Lookup Adapters. To help, we’re introducing the Custom Attributes tool available in Sandbox this week. Use this tool to see all the custom attributes from your apps or Lookup Adaptor that may appear in a Customer Profile. These are attributes could be read-only, editable, or even hidden.
Autolinking + Detailed Workflow Tool
A Customer Profile typically includes basic Customer Attributes like their name, phone number, and email address. But through a custom Lookup Adaptor you build or an app connected to Gladly, you have the opportunity to link other custom attributes about the Customer from different sources into Gladly. In Sandbox this week, use the Autolinking + Detailed Workflow (docs coming soon) tool to learn what happens when a Support Hero tries to load a Customer Profile not currently linked to an external system. You can test what happens if you attempt to link the Customer and possible errors you might encounter and how to fix them.
Resolved Issues #
New Error Message for Help Center Sections – Previously, adding a Public Answer to a Help Center Section that doesn’t have a corresponding Audience did not produce a clear error. This has been updated.
‘Enter’ Key Returns Empty Search – We fixed a bug in Help Center where pressing enter in the search field with no search term caused the search input field to disappear.
Don’t Miss Out #
People Match Skills
Connect Learning
How do you make People Match, Gladly’s customer-centered routing technology, even more powerful? Introducing Skills in People Match. With Skills, you can create a holistic picture of your Heroes’ strengths to match them with Customers they’re best suited to help. Please register and join us on March 23rd, 10 AM PT, to learn more about Skills, how to use them with People Match, and best practices to get started right Away.
March 1, 2022 #
What’s Shipped #
Skills for People Match
Skills — exclusively used with People Match — is here! Skills allow you to assign specific skillsets to Agents. When a Customer condition (or need) matches an Agent’s given skill, it elevates the chances of the Customer getting routed to the Agent who can best help them. Skills could represent product expertise, language fluency, or even soft skills. For example, a Customer who’d like to cancel their subscription could be prioritized to a Hero specializing in cancellations.
We recommend reviewing Prepare to Use Skills if you’re interested in incorporating Skills with People Match.
Lookup Adaptor Debugger Tool
The Lookup Adaptor allows you to display Customer information from external sources. Still, it wasn’t always easy to figure out why you’re sometimes unable to link your external Customer data to Gladly. To fix this problem, we’re introducing three debugging tools, and the first one — Basic + Details Workflow— debugger is available in Production this week. Use this tool to test the Basic Search workflow and debug what happens when an Agent manually links a Customer to an external system.
Availability Controls Always Available
Availability controls for Messaging and Voice are now visible regardless of the Channels linked to the Inbox. This will ensure that Agents, who are assigned to Inboxes without either a Messaging or Voice entry point, will still be able to receive those Contacts in necessary situations such as transfers or reassignments.
Note that Agents who go available for Messaging / Voice who are not part of Inboxes without Messaging / Voice Entry Points will continue to only receive work that is routed to their Inbox, and the system will continue to behave as expected.
Default Filters in Insight Builder set to Complete Days
Insight Builder provides default date filters to help gather data over a period of time. Date filters, including Quick Start reports, now default to ‘Complete Days’. This means the filters will only pull data based on a day that is ended, and will not include the current, partially completed day.
Note that you can change the default filter at any time. If you decide to change the default filter, you can choose to select between a ‘Complete’ time period or an active time period.
Activate or Deactivate External Name
As an option to create some anonymity, Agents can enter the name they’d like to use externally through the new “External Name” field on the profile page. Administrators now have the ability to activate or deactivate this functionality.
Don’t Miss Out #
EVENT
Radically Personal Podcast
Check out our latest episodes of the Radically Personal podcast where we talk to customer service leaders at the world’s most beloved brands about providing radically personal customer service.
