Customer at the center

Put customers back at the center of customer service.

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Know customers by their name, not their case number

Gladly knows that the secret to mastering today’s customer service landscape lies in placing the customer at the center of every interaction. True loyalty isn’t built on outdated systems or bolt-on AI, but on genuine connections.

Gladly’s AI-Powered Customer Service Platform ensures highly personal experiences. Whether it’s providing the right information or connecting with the right agent, we turn every touchpoint into a meaningful, loyalty-building experience.

Make customer service radically personal

Gladly was built from the ground up with a singular focus — customers, not tickets.

  • People MatchⓇ

    Match customers with the best customer service hero based on their unique history, situation, or needs to ensure the right person on your team is assigned to the job — like matching dog parents with the same dog type, or high LTV customers to your VIP care team.

    Learn more about People Match

  • Customer Profile

    Important customer details — from lifetime value and conversation history to past purchases and personal preferences — are available in a single view so your agents are armed with all the context they need to deliver highly personalized service.

    Learn more about Customer Profiles

  • Data-rich experiences

    App Platform, Gladly’s custom app builder, allows you to connect your data to create unique displays and actions based on customer details — like order history and loyalty program details — helping deliver more personal experiences across Sidekick and Hero.

    Learn about App Platform

Personal service sets the benchmark for success

Forget the old ways, Gladly’s platform proves that putting customers first isn’t just efficient. It generates revenue as well.

People MatchⓇ

By having the power to prioritize and respond to passengers with urgent needs, Breeze Airways achieved 70% faster response times, saving their passengers 200,000 hours.

70%

faster response times

Customer Profile

With a clear view of a customer’s entire contact history and personal preferences in a single profile, Pacsun achieved greater efficiency and delivered more radically personal support.

90+

Consistent CSAT score

Read more Gladly customer stories

Check out these helpful resources

Bringing Authenticity to Digital Retail Experiences With Tecovas CRO Kim Heidt

Tecovas CRO Kim Heidt spoke at GCLive 2024 about how ecommerce brands can replicate the personalization of an in-person experience online.

CX Leaders Q&A – How to Drive Change Within Your Organization

Learn from CX leaders at Samsonite, Holly Hunt, and Condé Nast, who share their strategies for challenging the status quo and driving effective change within their organizations and support teams.

Impact of Using Ticket-Based vs. Customer-Based CX Platforms

If brands want to achieve better operational efficiency, boost employee satisfaction, and provide best-in-class customer experiences, there’s one clear winner. See why.

Interested in seeing more?

Book a demo to learn how we can help bring people back to the center of your customer service.

Book a demo