There are so many moving pieces involved in customer experience. Channels. Platforms. Data. Agents. Do you know if those pieces are moving in the same direction together for your support team?
If they aren’t, you’re working in siloes. And your team, your company, and your customers are bound to feel friction across the experience.
Figure out if your CX team is siloed, how to break out of those compartmentalized conditions, and transform your CX into a fully integrated and loyalty-driving experience.
1. What is a siloed CX experience?
Your company is likely working with voice, chat, social, email, self-service, and other channels to hold customer conversations. But if a customer has to repeat themselves each time they contact your CX team via a different channel, you’re operating in siloes.
A siloed CX experience happens when customer interactions, data, and insights are fragmented across unconnected channels and systems. This fragmentation creates a lack of visibility and context across conversations, which hurts way more than just your contact center.
2. Who gets affected by siloed CX experiences?
Siloed experiences negatively impact everyone on all sides of a CX interaction—customers, agents, and companies alike.
Customers experience:
Inconsistent, fragmented interactions
Frustration at repeating their issues across channels
CX teams experience:
Wasted time as they switch tools to find basic customer info
Lack the context needed to personalize conversations
Less productivity and more burnout
Companies experience:
Higher costs due to inefficient software solutions
Redundant processes and repetition across channels
Damaged customer relationships and reductions in revenue
Opening up your CX to run like a single unit instead of like a collection of separate departments leads to improvements on all fronts. Customers received better, more personalized resolutions that drive loyalty. Teams gain insights faster and are more productive. And companies operate more efficiently.
Knowing about siloed CX is only half the battle, though. The other half is identifying the signs that your agents are putting up with disjointed workflows. Next, we’ll walk through what to look for to know if you have a silo problem on your hands.
3. What are the signs of a siloed CX experience?
When customer support teams operate in siloes, it creates a poor experience for everyone involved. To get ahead of the problem, it’s important to be able to recognize when your CX team is operating in that way. Look for the following signs of siloed experience at the customer and agent level.
Customer indicators:
Frequent complaints about repeating information
Frustration at inconsistent responses across channels
Lower customer satisfaction (CSAT) and loyalty scores
Elevated churn or declining repeat business
Agent Indicators:
Constant toggling between tools to resolve simple issues
High agent burnout due to inefficient workflows
Elevated handle times and lower productivity
Curious about a cohesive experience? Here are some signs:
- Customers seamlessly transition between channels without needing to re-explain their issue
- Consistently high customer satisfaction and loyalty scores
- Reduced agent handle time, increased agent satisfaction, and enhanced productivity
- Optimization of high-value interactions due to integrated, AI-assisted workflows
4. How does Gladly eliminate siloed experiences?
Customer-first integration is key at Gladly. Our platform is uniquely designed to eliminate siloes by integrating customer interactions across channels, history, data, and AI into a single platform.
Integrated at every touchpoint
A single lifelong conversation: Gladly centralizes every customer interaction into a cohesive conversation thread, no matter the channel.
Customer profile: We give you a comprehensive customer profile that includes interaction history, customer preferences, purchase history, and behaviors in an easy-to-use interface.
A unified agent desktop: Your agents operate Gladly from a single agent desktop, with complete customer data, conversation timelines, integrated knowledge base, and AI recommendations embedded directly within their workspace.
Our Sidekick suite of capabilities
Sidekick is the AI-powered engine at the center of the Gladly platform that has redefined digital support for both customers and agents. It delivers quick, accurate resolutions by automating issues and executing actions across chat and messaging channels.
Sidekick Answers is powered by advanced retrieval-augmented generation (RAG) technology to proactively deliver contextual answers and reduce the need for customers to repeat questions.
Sidekick Actions executes transactions and tasks through secure backend integrations, providing comprehensive, automated resolutions like order management, subscription updates, returns processing, and more.
Sidekick Voice reduces customer escalations and wait times by extending the same cohesive, conversational experience customers expect with agents into voice interactions. It holds onto context and seamlessly continues the conversation—even when shifting channels.
Our customer-centric, ticketless platform
Strategic CX insights: Data-driven analytics in the Gladly platform surface all sorts of opportunities for your CX team, like future investments in customer care, self-service, automation, and personalized engagement.
Customer satisfaction metrics: Real-time visibility into key CX metrics like CSAT, NPS, resolution rates, and handle times are always available across all your customer conversation channels.
Tech stack integration: It’s easy to integrate Gladly into your existing tech stack with custom apps so that you can extend the platform even more.
AI optimization and analytics: Gladly provides AI insights directly linked to business outcomes, so you can continue to improve AI performance, agent productivity, and customer satisfaction.
From separate siloes to full integration
Are you ready to break free of your CX siloes? Let us help you do it.
Gladly transforms fragmented customer experiences into cohesive ones. We help you centralize data and leverage cutting-edge AI technologies. Our unified approach means every facet of customer experience improves. For customers. For agents. And for your company at large.
By eliminating siloes in CX with Gladly, you can build stronger relationships with customers and achieve significant operational efficiencies. So what are you waiting for? Let’s break into a new CX experience together.
Recommended Blogs
The 4 agent archetypes (and how Gladly gives you all of them)
Discover the four agent archetypes for AI-powered customer service and how Gladly's platform empowers each one.
Follow the Sun model: principles for 24/7 customer support
In today’s business climate, it’s important to be everywhere at the same time – what some call the follow the sun model.
If you’re not treating AI like an agent, you’re doing it wrong
Is your AI just a tool or a teammate? Revolutionize your customer service with agent-AI.