Product Overview of Gladly
Gladly is an all-in-one customer service platform designed to revolutionize the way companies interact with their customers. Here’s a comprehensive overview of what Gladly does and its key features and functionality.
Core Concept
Gladly is built around the customer, rather than traditional ticket-based systems. It focuses on creating a continuous, lifelong conversation with each customer, combining all interactions across various channels into a single, cohesive record. This approach ensures more personal and meaningful customer experiences.
Key Features and Capabilities
Omnichannel Communication
Gladly supports a wide range of communication channels, including Voice, IVR, Text/SMS, Chat, Social (Facebook Messenger and Instagram Messaging), and Email. All these channels are natively integrated, eliminating the need for third-party integrations.
Customer Profile and Matching
Gladly creates a single Customer Profile for each customer, consolidating all their interactions across different channels. The Customer Match feature ensures that when a customer reaches out again, their previous interactions are readily available, providing context for better support.
Conversational Timeline
The platform maintains a Conversation Timeline, a running record of every customer interaction, allowing agents to see the entire history of a customer’s relationship with the company in one place.
Agent Management and Productivity
- Agent Status: Agents can manage their workday by selecting a status that reflects their current activity.
- Availability: Agents can control their availability across different channels, and Gladly automatically routes them to the next urgent customer.
- Teams: Admins can segment agents into teams for better visibility and reporting.
Advanced Capabilities
- Answers: Provides high-quality, consistent help information across all channels and powers FAQs on the Help Center and Glad App.
- Contextual Callback: Allows agents to resolve customer issues even through voicemail.
- Dedicated Hero: Assigns 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.
Proactive Engagement
Gladly offers proactive engagement tools, including Proactive Chat, Proactive Voice, Proactive SMS, and Proactive Email, which enable timely and relevant updates to customers without manual intervention.
Reporting and Analytics
- Insight Builder: Allows users to build custom reports to answer business-specific questions.
- Liveboards: Provides live updates on contact center performance, agent activities, and trending customer topics.
Integration and Customization
- Integrated Apps: Gladly has a long list of integration partners, enhancing its capabilities.
- Settings and Features: The Settings page allows for managing various settings, configuring inboxes, creating IVR, updating chat throttling settings, and more. It also supports custom attributes and relationships to tailor the platform to specific business needs.
Additional Features
- Knowledge Base: Leverages self-service through a Help Center where customers and agents can find FAQs.
- Payments: Securely accepts credit card information through messaging channels.
- People Match: Intelligently routes customers to agents based on their current situation, lifetime value, wait times, and more.
- Skills: Assigns skills to agents to enhance the routing of customers to the most knowledgeable agents.
Benefits
Gladly’s holistic approach to customer service enhances productivity, drives irrational loyalty, and creates meaningful customer experiences. It is used by over 300 of the world’s most loved brands, including Nordstrom, Warby Parker, and Ralph Lauren, to name a few.
In summary, Gladly is a powerful, AI-driven customer service platform that centralizes customer interactions, enhances agent productivity, and provides a seamless, omnichannel experience, all within a single, integrated ecosystem.