Product Overview of Gladly
Gladly is an all-in-one, AI-powered 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 centralizes all customer interactions into a single, continuous conversation, ensuring a more personal and meaningful customer experience. This approach focuses on the customer as the core record, combining all interactions across various channels into one lifelong conversation.
Key Features and Functionality
Omnichannel Support
Gladly natively supports multiple communication channels, including Voice, IVR, Text/SMS, Chat, Social (Facebook Messenger and Instagram Messaging), and Email. This omnichannel capability allows agents to engage with customers seamlessly across different platforms without the need for third-party integrations.
Advanced Capabilities
- Answers: Provides high-quality, consistent help information to customers and agents, which can also power FAQs on the Help Center and Glad App.
- Contextual Callback: Enables 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.
- Insight Builder: Allows users to build custom reports to answer business-specific questions.
- Knowledge Base: Leverages self-service through a Help Center where customers and agents can find FAQs.
- Liveboards: Provides live updates on contact center performance, agent activities, and trending customer topics.
- Payments: Securely accepts credit card information through messaging channels.
- Proactive Communications: Includes proactive chat, voice, SMS, and email features to engage customers with timely updates and messages.
Customer Management
- Customer Match: Directs agents to the customer’s existing profile using matching identifiers like email addresses, phone numbers, or social media IDs, ensuring continuity in customer interactions.
- Customer Profiles: Consolidates all customer interactions into a single profile, even if the customer contacts the company through different channels or identifiers.
Agent and Team Management
- Agent Status: Helps agents track their workday by selecting a status that reflects their current activities.
- Teams: Allows admins and team managers to segment agents into groups for better visibility and management.
- Inboxes: Assigns customers to the right agents for assistance, ensuring that each customer is only assigned to one inbox at a time to avoid duplicate requests.
Reporting and Analytics
- Liveboards: Offers real-time insights into contact center performance.
- Insight Builder: Enables the creation of custom reports to answer specific business questions.
- Topics: Allows categorization of conversations to better understand customer inquiries and trends.
Integration and Settings
- Integrated Apps: While Gladly has many built-in capabilities, it also integrates with a wide range of external apps and services, enhancing its functionality.
- Settings Overview: Provides a comprehensive settings page where admins can manage users, configure inboxes, set up IVR, update chat throttling settings, and more.
Benefits
Gladly enhances customer service by providing a unified, customer-centric approach. It boosts productivity by automating routine tasks, offers personalized service through dedicated agents, and drives customer loyalty by ensuring consistent and meaningful interactions. With its robust features and AI-driven capabilities, Gladly is used by over 300 of the world’s most loved brands to create exceptional customer experiences.