May 31, 2022 #
What’s Shipped #
Gladly + Swell: Build, Sell, and Scale Your Way
With the Gladly and Swell integration, you can now connect your Swell store with Gladly. This will give your Support Heroes easy access to key information about your Customers and their orders like Contact details, lifetime value, and real-time order history – empowering Agents to handle refunds, cancellations, and more without ever having to leave Gladly.
Swell joins a suite of integrations that can be added via the Apps UI.
Subscription Transactions
Gladly now supports Subscriptions as a new transaction type for custom Apps built via the Lookup Adaptor. Heroes will be able to view a Subscription card on the customer profile that includes details like the Status, Billing Frequency, Cancellation Reason and more. Customers with subscription businesses will be able to provide an even better support experience for their customers!
New Date Intervals in Reporting
Agent Summary and Agent Summary Glance reports now have monthly and quarterly date intervals. These are also available in Insight Builder for the Agent Metrics dataset.
Reminder: New Shopify Actions Features
This month, we released a host of new Shopify Actions features so your Agents can do more for your Shopify Customers without leaving Gladly. All of these features are now available without additional action needed.
– View shipping information
– View cost total breakdown
– View discount codes used for the order
– View, create, and edit order tags
Remember, you must have Shopify Actions activated to take advantage of these features.
Resolved Issues #
Only Overwrite Action Response With Default Values if No Body and Title Are Provided – Last week we added a new default message for action responses. This fixed an issue with that default message. The default message will only be shown when BOTH the message and detail are left out of the response. If one of those fields is available in the response, then that is what will be displayed in the UI.
Don’t Miss Out #
PODCAST
Radically Personal Podcast
Don’t miss the latest episode of Radically Personal featuring Sean McGinnis, President & Integrator of KURU Footwear where he talks with Joseph Ansanelli about creating anticipatory Customer experiences.
Connect Learning
Shopify and Gladly Integration Enhancements
By combining the power of the world’s most popular eCommerce platform with the retail industry’s leading contact center technology, your Support Heroes will be able to help customers faster and boost satisfaction like never before. Join us on Wednesday, June 15th at 10 AM PT/1 PM ET for this month’s customer webinar.
May 24, 2022 #
What’s Shipped #
Inbox Sort Tooltip
Hovering over the Inbox sort icons now displays a tooltip showing how the list could be sorted by the oldest item first or by the most recently updated items.
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New Shopify Actions Features
Last week, we released a host of new Shopify Actions features so your Agents can do more for your Shopify Customers without leaving Gladly. All of these features are now visible in the Customer Profile without needing to reach out to Gladly Support.
- View shipping information
- View cost total breakdown
- View discount codes used for the order
- View, create, and edit order tags
Remember, you must have Shopify Actions activated to take advantage of these features.
Existing Company Phone Numbers Now Appear in Gladly
Voice and SMS phone numbers you did not purchase through Gladly UI but already own will now appear in Gladly. Follow the Use an existing phone number wizard on the Voice or SMS settings page to find and configure these numbers.
New Channels for Reply-To Conversation API
We added the ability to send Instagram Direct Messaging, Direct Messages, and WhatsApp messages to Reply To Message conversation API.
Default Message and Detail for Action Response
If there is no Message or Title included in the success response from an action, we will now display a default message prompting the Agent to let your App developer know to add these details to the response payload.
Resolved Issues #
Unable to Re-authenticate Through SSO – Users who log into Gladly using SSO and had ” Force users to authenticate” activated where users logged out due to inactivity could not log back in for two hours without clearing browser cookies. This is now fixed.
Don’t Miss Out #
Connect Learning
People Match Scenarios and Common Questions Classroom Session
Since its introduction, People Match has helped many of you learn new ways to provide elevated service by prioritizing certain Customers to the best Support Hero that can help them. Join us on June 9, 10 AM PT, for a classroom session to discuss scenarios People Match could help solve and hear us discuss and answer questions we frequently receive about People Match.
Connect Learning
New Connect Learning Path: Team Manager Essentials
Make a beeline to become the best manager you can be in and outside of Gladly. Built with Team Managers in mind, the Team Managers Essentials Path aims to help you learn the basics of being an effective manager — from providing radically personal service to learning how to better train Agents and quickly onboard them to use Gladly.
Connect Learning
New Connect Learning Path: Customer Service Essentials
The Customer Service Essentials Path aims to help Agents (and managers alike) learn how to provide radically personal service, communicate with empathy, and apply those new skills in assisting Customers through Gladly. Take this Path as a refresher or to complement Agent Certification.
May 17, 2022 #
What’s Shipped #
New Shopify Actions Features
See more and do more for your Shopify Customers without leaving Gladly. With this latest release of Shopify Actions, you can:
- View shipping information
- View cost total breakdown
- View discount codes used for the order
- View, create, and edit order tags
This is on top of the other order actions you can do today in Gladly, including canceling and refunding orders, adding or editing order notes, and creating discount codes.
The new Shopify Actions features are generally available next week. Contact Gladly Support if you’d like to activate these features in your org this week. Otherwise, you’ll see the updates automatically next week. And remember, you must have Shopify Actions activated to take advantage of these features.
Gladly + HiOperator: Scale Customer Service Support Through the Power of Human and AI Technology
Combining HiOperator with Gladly allows brands to deliver lighting fast and highly customizable customer support across all digital channels. HiOperator can resolve customer service tickets faster, more accurately, and more securely by pairing AI technology with its highly empathic, US-based customer service agents.
Confirmation Prompt When Canceling a Draft Composition
Have you ever accidentally canceled a draft composition and had to start writing again? From now on, clicking Cancel to remove a draft composition will present a confirmation modal before your request is processed.
New Connect Learning Path: Team Manager Essentials
Make a beeline to becoming the best manager you can be in and outside of Gladly. Built with Team Managers in mind, the Team Managers Essentials Path aims to help you learn the basics of being an effective manager — from providing radically personal service to learning how to better train Agents and quickly onboard them to use Gladly.
Keep in mind that although Paths are not as formal as Certifications, it’s an efficient way to learn new skills using strategically sequenced courses in a short amount of time. And if you haven’t already, don’t forget to complete your New Manager Certification which provides a complete overview of what you need to know as a manager in Gladly.
Don’t have a Gladly Connect Learning account? Click here to create one.
Resolved Issues #
Images Appearing as Attachments on Emails – Previously, Email Answers with multiple inline images only resulted in the first image appearing inline when used in an email and the rest appearing as attachments. This is now resolved.
Don’t Miss Out #
Connect Learning
People Match Scenarios and Common Questions Classroom Session
Since its introduction, People Match has helped many of you learn new ways to provide elevated service by prioritizing and routing Customers to the best Support Hero that can help them. Join us on June 9, 10 AM (PT) for a classroom session to discuss scenarios People Match could help solve and hear us discuss and answer questions we frequently receive about People Match.
May 10, 2022 #
What’s Shipped #
Multiple Browser Tabs Notification
Gladly works best if run on a single Chrome browser tab. Running Gladly on multiple browser tabs — creating duplicate sessions — can cause undesired functional behavior, not limited to skewing reporting data and preventing notifications from working properly. A message will now appear when duplicate Gladly sessions are detected.
Introducing ‘Paths’ in the Gladly Connect Learning
While some lessons/subjects can be taught utilizing one Guide, some may require multiple Guides in order to teach properly. Paths in Connect Learning allow learners to learn a certain lesson/subject built using multiple Guides in sequential order.
We release new elearning content often, so don’t forget to visit the Connect Learning regularly.
Don’t Miss Out #
CONTENT
Receive Useful CX Content From Gladly
Are you a CX professional or enjoy receiving content related to CX? If so, we encourage you to click the email preference link at the bottom of your release notes or product updates email from Gladly to update your email preference center. Check the box next to the types of CX content you’d like to receive.
Click here to receive product updates and release notes in your email.
PRODUCT
Activate Shopify Actions
Need to cancel a Shopify order? What about add an order note? You can do all this — and more — without leaving Gladly to access Shopify. Save your Agents time by activating Shopify Actions today.
PRODUCT
Purchase Voice and SMS Phone Numbers in Gladly
Did you know you can now purchase and configure SMS and Voice phone numbers directly in Gladly without needing to work with Gladly Support or requiring Services hours? Upon purchasing a number, simply follow the step-by-step walkthrough that’ll guide you in configuring the number for use with SMS or Voice.
EVENT
Gladly Connect
Join us on May 17 for Gladly Connect, an excellent 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.
