Product Overview: Gladly Sidekick
Gladly Sidekick is an innovative AI and automation platform designed to enhance customer service by providing radically personal self-service experiences across all digital channels. Developed by Gladly, this platform is the result of the company’s acquisition of Thankful, a generative AI and no-code automation solution.
Key Functionality
- Personalized Self-Service: Gladly Sidekick enables customers to help themselves through personalized self-service interactions. It leverages generative AI to deliver human-like experiences, addressing common customer inquiries such as returns, order status, and exchanges.
- Automated Conversation Threads: Sidekick uses configurable workflows known as “Threads” to manage automated conversations. These Threads are created and managed through the intuitive Thread Builder, a no-code authoring solution that allows administrators to build, modify, and deploy automated conversation flows without requiring any coding skills.
- Integration with Gladly Hero: Sidekick works in tandem with Gladly Hero, the company’s platform for agent-assisted customer service. This integration ensures that while Sidekick handles routine and automated tasks, human customer service agents can focus on more complex and emotionally demanding interactions, enhancing overall customer satisfaction and loyalty.
Key Features
- Multi-Channel Support: Gladly Sidekick supports various digital channels, including chat and SMS, allowing brands to deliver consistent customer service experiences across multiple touchpoints.
- Insights and Analytics: The Sidekick Dashboard provides comprehensive insights and analytics, offering a single view of actionable data. This includes metrics on resolutions, top contact reasons, and opportunities for improvement, enabling leaders to monitor and report on CX performance in real-time.
- Conversational Responses and Knowledge Base: Sidekick is backed by Gladly Answers, a searchable knowledge base of frequently asked questions. This ensures that customers receive accurate and relevant responses to their queries, enhancing the overall self-service experience.
- Consumption-Based Pricing: The platform uses a consumption-based pricing model, charging based on the number of assisted conversations. This makes it cost-effective for brands to scale their customer service operations.
Benefits
- Reduced Wait Times and Agent Fatigue: By automating routine customer inquiries, Sidekick significantly reduces wait times for customers and alleviates the workload on customer service agents, allowing them to focus on more critical tasks.
- Improved Customer Satisfaction and Retention: The platform enhances customer satisfaction by providing quick, personalized, and accurate responses to common queries. This contributes to higher customer retention and lifetime value for brands.
- Scalability and ROI: Gladly Sidekick enables brands to scale their customer service operations efficiently while delivering measurable ROI. The automation and AI capabilities help in reducing operational costs and improving the overall efficiency of customer service processes.
In summary, Gladly Sidekick is a powerful AI and automation platform that revolutionizes customer service by offering personalized self-service, automated conversation threads, and seamless integration with human-assisted customer service. Its robust features and analytics capabilities make it an essential tool for brands aiming to deliver exceptional customer experiences at scale.