VentureBeat : Gladly raises $50 million to unify customer service interactions

VentureBeat featured news of Gladly’s latest $50 million Series D round, as well as the addition of our newest customers, including TUMI.

Better Customer Experience = Better Revenue

The piece identifies the problem companies face in trying to provide customers with consistent service across contact centers staffed with thousands of employees, and how Gladly is helping to combat that by providing each agent visibility into the history of conversations that a customer has had with that company.

Not only is that a better experience (for both agents and customers) but it helps companies build relationships that drive revenue and repeat business by meeting customers where they are, and by improving efficiency. A recent study by Watermark Consulting, for example, found that airlines with the highest customer satisfaction ratings perform better on the stock market than those with low ratings.

Gladly IRL

The piece also cites real-life examples of how our customers are using Gladly to improve the way they provide support.

TUMI can now better handle cross-channel scenarios with Gladly, like when a customer sends an email and then follows up by phone.

And JetBlue agents can see key account details about their customers (eg.  their frequent flyer numbers, seat preferences, upcoming reservations) and leverage that information to provide faster, more personalized service.

You can read the full article here.

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