At Gladly, we believe legendary customer experiences are a result of how you make customers feel. That's why we built a customer service platform that puts customers at the center of the experience.
Omnichannel, multi-channel, every channel. We believe you should be able to support any channel. Any communication—whether it's chat, SMS, social, email, or voice—is natively built into one platform. No plug-ins or apps to add on.
VoiceVoice and IVR, built into the platform
SMSConnect on the go with SMS and MMS
Web ChatReal-time reactive and proactive chat
Social MediaSend private messages for support
FutureSupport new, popular messaging channels
The best service happens when people talk to people.
The first five seconds matter when it comes to showing a customer you know them. And the key to knowing your customer is having all their history—their past conversations, orders, lifetime value, and other valuable customer data—at your fingertips. It means agents spend more time connecting with customers, and less time digging around in other systems.
Gladly’s intelligent routing engine routes customers along with their full history of past interactions. We route customers with the most critical issues first, regardless of channel, to the agents who can best help. Whenever possible, we get customers to the agent they talked to last, so it’s one continuous conversation, uninterrupted.
Personal connections go a long way towards building customer loyalty and long-term revenue. Treat top customers to high-touch service with their own Dedicated Hero—an agent they get routed back to, no matter the channel. And, have the team be a back up when a dedicated agent is unavailable so customers never get left behind.
Easily associate two or more customers that are related so that agents can get the full context of every conversation. Quickly toggle between customers and see the complete history of every conversation linked across timelines. Customers avoid playing the repeat and recap game and agents efficiently help customers, and their families, faster.
Agents are naturally productive when using a solution that looks and feels like the same apps they use personally
Most of the time your customers are asking the same questions. That’s why we provide a library of personalized answers to be used across all channels, all on the same screen. Your agents (we like to call them heroes) never have to search in another tool because the answers are right there at their fingertips as they respond to customers.
Improve agent efficiency with Suggestions. Powered by machine learning, Gladly automatically suggests answers to agents based on what other agents have used in the past. Drive consistency, shorten ramp times, and improve accuracy across all channels to deliver a better customer experience at a lower cost.
The Gladly inbox allows agents to manage all their customer communications and work items from a single pane, regardless of channel. Agents see the customers they’re currently working with (or recently finished working with) sorted into three different views: Open, Waiting, and Closed. These views give the agent a quick way to understand the status of customer conversations.
We understand the importance of managing work internally. Tasks helps you bring together the best people and teams to best help the customer. Assign tasks to people inside or outside the contact center to solve customer issues more effectively. Easily collaborate to deliver a seamless experience for the customer, all while keeping the customer at the center.
Run your contact center like a well-oiled machine
Gladly Liveboards provide real-time visibility into the performance of your contact center and agents. Get a view of key contact center metrics including incoming and handled customers volume, wait and resolution times, SLA achievement, and more. Manage your team’s performance and productivity to keep things running smoothly.
Gladly's historical reports provide valuable insight into how your contact center is running, with key performance and operational metrics that span across all your channels. Customize your reports to see the metrics that matter to you, and use them to evaluate your agent and contact center performance or decide on staffing needs and scheduling.
Gladly ensures that customers are routed to the right team, regardless of channel. Agents are automatically assigned the next highest priority customer, no guesswork required. With Automation Rules, you can create routing rules, escalation rules, and even auto-response rules based on the customer's attributes, keywords, and more.
With Gladly, you can create custom inboxes (queues) with Service Level Agreements (SLAs) to help you organize, manage, and prioritize customer inquiries. Easily assign agents to inboxes by skills, location, or department, it's all up to you. And because we support all channels natively, inboxes and agents aren't limited to just a single channel.
Technology should keep up with you, not the other way around. In the same way you continuously innovate on your product and services, we're continuously innovating on our platform. New technology like machine learning is built right in. Features are released weekly. And new channels can be added easily to the same platform whenever you’re ready.
Enterprise PlatformEnterprise-grade performance and scalability on a global, multi-tenant cloud platform
Data ManagementSecure architecture with high availability, data replication and low latency from day one
SmartAI and machine learning built into the platform from the beginning
IntegrationsEasily connect to key customer systems using our REST-based APIs
SaaSFrequent, no-cost upgrades, ubiquitous access, and no IT maintenance
SecurityStringent data security standards in place to protect your customers and your data
Replacing or supplementing a legacy customer service platform doesn’t have to be a headache. Our success team has overseen large, complex deployments, and is dedicated to your success. We’re here to help drive continued success during the lifetime of our partnership.