Product Overview of Gladly
Gladly is a revolutionary, all-in-one customer service platform designed to put people at the center of the service experience. Unlike traditional ticket-based systems, Gladly focuses on the customer as the core record, combining all interactions across various channels into a single, lifelong conversation.
Key Purpose
Gladly aims to provide a radically personal customer service experience by integrating all communication channels and customer interactions into one seamless platform. This approach helps in creating more personal experiences and empowering support teams to deliver exceptional service.
Key Features and Functionality
Omnichannel Communication
Gladly natively supports multiple communication channels, including:
- Voice: With a fully customizable IVR system.
- Text/SMS: Enable support through customers’ preferred mobile channels.
- Chat: Allow customers to chat with agents directly on your website and access FAQs via the Glad App.
- Social: Support customers on popular social platforms like Facebook Messenger and Instagram Messaging.
- Email: Manage all inbound and outbound email communications without the need for ticket or case numbers.
Advanced Capabilities
- Answers: Provide high-quality, consistent help information across all channels, also powering FAQs in the Help Center and Glad App.
- Contextual Callback: Resolve customer issues even through voicemail before calling them back.
- Dedicated Hero: Assign high-touch, VIP customers to their own dedicated agents or teams for personalized service.
- Gladly Sidekick: An AI and automation platform that works alongside Gladly to enhance agent capabilities.
Customer Management
- Customer Match: Automatically direct agents to the customer’s profile using matching identifiers like email, phone number, or social media IDs.
- Customer Profiles: Consolidate all customer interactions into a single profile, preventing duplicate requests and ensuring a comprehensive view of the customer’s history.
Agent and Team Management
- Agent Status: Allow agents to manage their workday by selecting a status that reflects their current tasks.
- Teams: Segment agents into groups for better visibility and reporting purposes.
- Inboxes: Smartly assign conversations to available agents, ensuring efficient and personalized support.
Analytics and Reporting
- Insight Builder: Create custom reports to answer business-specific questions.
- Liveboards: Provide live updates on contact center performance, agent activities, and trending customer topics.
Automation and Proactive Engagement
- Proactive Chat, Voice, SMS, and Email: Engage customers proactively with timely and relevant updates without manual intervention.
- People Match: Intelligently route customers to agents based on their current situation, lifetime value, and wait times.
- Skills: Assign skills to agents to enhance the chances of customers being routed to the most knowledgeable agent.
Integration and Customization
- Integrated Apps: Gladly includes a long list of integration partners, enhancing its capabilities without the need for clunky third-party integrations.
- Settings and Features Overview: Manage various settings, configure inboxes, create IVR, update chat throttling settings, and set up unique features like Proactive Chat and People Match.
Gladly’s comprehensive and integrated approach ensures that customer service teams can deliver a more personal, efficient, and effective service experience, fostering loyalty and satisfaction among customers.