Meet your customers where they are
Being a customer in the 21st Century means being able to connect with your favorite brand on any channel. It’s important to meet your customers when they want, where they want — and that includes social media. They actually now expect it!
Gladly helps brands meet customers on their preferred channel. With Facebook & Twitter, you can help your customers without them having to leave the app. And the best part is, these channels are built right in to Gladly. Service heroes don’t need to leave Gladly to see customer support-related direct messages from Twitter or Facebook. They show up on the Conversation Timeline just like any other channel, enabling heroes to continue their lifelong conversation with their customers no matter what channel their issues come from.
Switch between channels
With Gladly, service heroes have all the context they need in one place to understand what a customer recently purchased, and what is top of mind before starting the conversation.
And if a customer switches channels — like goes from Twitter to phone — service heroes will have all the information they need prior to helping them.
For example, if a customer sent you a message on Twitter, but would rather finish the conversation on the phone, they could call you and pick up the conversation right where they left off and not have to repeat themselves, regardless of the service hero that answers the phone to help.
Since Gladly enables one continuous conversation across all channels, service heroes will see the previous Twitter message right in the customer’s profile and have all the context they need to quickly jump in and help over the phone.
Even better, there will not be two tickets or cases in the backlog (one for Twitter and one for email), just a single conversation with your customer.
How it works
For Facebook Messenger and Twitter Direct Message, service heroes would respond just like they would for SMS. For public Tweets, Gladly is compatible with social listening tools like Sprinklr or Spark Social, so that once directed to a private message, service heroes can jump in as they regularly would and help when needed.
Make your customers love you even more
By being at the right place at the right time, and engaging with customers in our highly-social world, you will not only increase customer satisfaction but build brand affinity along the way!