Product Overview of Gladly
Gladly is an all-in-one customer service platform designed to revolutionize the way companies interact with their customers. It is built to provide a seamless, omnichannel experience, integrating various communication channels and advanced technologies to enhance customer service efficiency and personalization.
Key Features and Capabilities
Omnichannel Communication
Gladly natively supports multiple communication channels, including Voice, Text/SMS, Chat, Social (Facebook Messenger and Instagram Messaging), and Email. This allows customers to interact with the company through their preferred channels, all within a single platform, eliminating the need for separate and clunky integrations.
Advanced Automation and AI
Gladly incorporates AI and automation through its Gladly Sidekick platform, which works in tandem with human agents to provide highly personalized and efficient customer interactions. This AI-powered feature transforms routine requests into engaging conversations, ensuring customers receive relevant and timely support at a fraction of the cost.
Unified Customer Profile and Context
Gladly maintains a single, unified customer profile that compiles all interactions across different channels into a single timeline, known as the Conversation Timeline. This ensures agents have a complete view of customer details, order history, and previous interactions, enabling them to forge deeper connections with customers.
Proactive Engagement
The platform offers proactive engagement tools such as Proactive Chat, Proactive Voice, Proactive SMS, and Proactive Email, allowing companies to initiate timely and relevant communications with customers without manual intervention.
Intelligent Routing and Skills Matching
Gladly features People Match and Skills, which intelligently route customers to agents based on their current situations, lifetime value, wait times, and the skills of the agents. This ensures customers are connected with the most knowledgeable agents to resolve their issues efficiently.
Self-Service and Knowledge Base
The platform includes a Knowledge Base and Help Center where customers and agents can find FAQs and other helpful information. The Glad App allows customers to view FAQs and initiate chats with agents directly from the company’s website.
Real-Time Analytics and Reporting
Gladly provides Liveboards for real-time updates on contact center performance, agent activities, and trending customer topics. The Insight Builder allows users to create custom reports to answer specific business questions.
Secure Payments and Custom Attributes
The platform supports secure payment processing through messaging channels and allows the use of Custom Attributes to identify unique customer information, such as lifetime value or order IDs, which can be accessed via API.
Team Management and Settings
Gladly offers robust team management features, including the ability to segment agents into teams, configure inboxes, and manage user roles and permissions. The Settings page allows administrators to manage various settings, configure IVR, update chat throttling settings, and integrate with social media platforms like Facebook and Instagram.
Conclusion
Gladly is a comprehensive customer service platform that centralizes all customer interactions into a single, user-friendly interface. By leveraging AI, automation, and advanced routing capabilities, Gladly empowers customer service teams to deliver personalized, efficient, and meaningful experiences. This platform is designed to boost productivity, drive customer loyalty, and provide a unified service experience across all communication channels.