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, rather than traditional ticket-based systems. Here’s a comprehensive overview of what Gladly does and its key features.
Core Purpose
Gladly is built around the concept of a single, lifelong customer conversation. It combines all interactions with a customer across various channels into one continuous, personalized conversation. This approach aims to create more meaningful customer experiences, boost productivity, and drive loyalty.
Key Features
Omnichannel Capabilities
Gladly supports a wide range of communication channels natively, including Voice, IVR, Text/SMS, Chat, Social (Facebook Messenger and Instagram Messaging), and Email. This eliminates the need for separate integrations, allowing seamless customer interactions across multiple channels.
Conversational Timeline
Gladly maintains a comprehensive conversation timeline for each customer, compiling every interaction into a single record. This timeline includes all actions and conversations with the brand, providing a holistic view of the customer’s relationship.
Customer Profile and Matching
Each customer has a single profile in Gladly, which contains all their interaction history. The platform uses a “Customer Match” feature to direct agents to the customer’s profile based on matching identifiers such as email addresses, phone numbers, or social media IDs.
Advanced Routing and Assignment
Gladly features intelligent routing through its “People Match” and “Skills” capabilities. These tools route customers to agents based on the customer’s situation, lifetime value, wait times, and the agent’s skills, ensuring that customers are connected with the most knowledgeable agents.
Proactive Engagement
The platform offers proactive engagement tools such as Proactive Chat, Proactive Voice, Proactive SMS, and Proactive Email. These features allow agents to initiate timely and relevant updates or messages to customers without manual intervention.
Knowledge Base and Self-Service
Gladly includes a robust Knowledge Base and Help Center where customers and agents can find FAQs and other helpful information. The “Answers” feature empowers agents with consistent help information and powers FAQs on the Help Center and Glad App.
Agent Tools and Status
Agents can manage their workday with features like Agent Status, which helps them track their activities. The platform also includes “Away” status for when agents need to step away, ensuring customers are never left unattended.
Reporting and Analytics
Gladly provides powerful reporting tools such as “Insight Builder” for custom reports and “Liveboards” for real-time updates on contact center performance and trending topics. This helps businesses make informed decisions based on detailed analytics.
Integration and Customization
The platform is highly customizable and integrates with a variety of external systems, including Shopify, Optimizely, and Magento. It also supports API tokens, webhooks, and other developer tools for seamless integration.
Dedicated Hero and Gladly Sidekick
For high-touch, VIP customers, Gladly offers the “Dedicated Hero” feature, assigning them a personal agent or team of agents. Additionally, the “Gladly Sidekick” is an AI and automation platform that works alongside agents to enhance their capabilities.
Benefits
- Personalized Customer Experience: Gladly focuses on the customer as the core record, ensuring a personalized and continuous conversation across all channels.
- Increased Productivity: By automating many processes and providing agents with the right tools and information, Gladly boosts agent productivity.
- Enhanced Loyalty: The platform helps in building irrational loyalty by providing a seamless, omnichannel service experience that meets customers where they prefer.
In summary, Gladly is a comprehensive customer service platform that integrates multiple communication channels, advanced routing, proactive engagement, and robust reporting, all centered around creating a personalized and lifelong customer conversation.