Gladly
Videos and Profile

Customer-Centric Platform: Gladly focuses on fostering close relationships between brands and their customers by providing a platform that emphasizes personal interactions over handling tickets. It leverages a comprehensive customer profile that offers service representatives a complete view of a customer's past interactions, preferences, and spending habits across all communication channels. Integrated Communication Tools: The platform features built-in communication channels such as voice, text, chat, and email, which are integrated into a single conversation thread. This eliminates the need for multiple tickets for a single customer query, reducing duplication and enhancing the customer service experience. Efficient Information Access: Service representatives, referred to as "service heroes," are equipped with crucial customer information from the outset of each interaction, thanks to a robust set of APIs that integrate with existing customer systems. This instant access to data allows for more personalized and efficient customer service. Seamless Multi-Channel Support: Gladly supports seamless switching between different communication modes within the same conversation, enabling service representatives to handle customer queries more effectively. The system also includes a multi-language, cross-channel knowledge base for addressing common customer questions. Self-Service Integration and Team Collaboration: The platform integrates FAQs directly into customer interaction points like IVR and chat, allowing customers to find answers independently within the context of their ongoing conversation. Additionally, Gladly facilitates behind-the-scenes teamwork and planning, keeping customer needs and history central to all service efforts.