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
Self-ServiceHelp customers easily self-solve
Watch this in-depth demo to get a glimpse of Gladly in action. We recognize this isn't an episode of Game of Thrones, but we think this short flick is still award worthy!
Great service starts with the idea that it’s all about people— and happens when you get to know them
Every communication from a customer, across all channels, is stored in a single continuous conversation timeline. That means agents see a full history of their customer’s journey. It means customers don’t have to repeat and recap their previous conversations. And it means agents can respond quickly without switching between windows or apps.
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. One customer, one conversation. It means agents spend more time connecting with customers, and less time digging around in other systems.
Personal connections go a long way towards building customer loyalty and long-term revenue. Deliver high-touch service to your top customers by giving them their own Dedicated Hero—an agent they get routed back to, no matter what channel they reach out on. Your Dedicate Hero on leave? No problem. Have the team act as back up when their Hero’s out of commission, so your VIP customers never get anything but VIP treatment.
Easily associate two or more related customers (like a spouse or a PA) so agents always have the full context of every conversation and relationship. 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
Sometimes the best thing you can do for your customers is step aside. Surface answers to common questions so your customers can find the solutions they need on their own. That way, agents can focus on what really matters— building personal connections with customers.
Save time and cut costs, without sacrificing customer happiness.
A lot of the time your agents are answering the same questions, over and again. That’s why we provide a library of personalized answers that agents can use across all channels, all on the same screen they use to respond to customers. That way, your agents never have to search in another tool, and have all they need right there at their fingertips.
Improve agent efficiency with Suggestions. Powered by machine learning, Gladly automatically services up relevant answers to an agent, based on the answers agents have used in the past for similar questions in the past. Drive consistency, shorten ramp times, and improve accuracy across all channels to deliver a better customer experience at a lower cost.
We understand the importance of managing work internally. Tasks helps you bring together the best people and teams, that let you best help the customer. Assign tasks to people both inside and outside your contact center to solve customer issues more effectively. And collaborate easily to deliver a seamless experience, all while keeping the customer at the center.
Run your contact center like a well-oiled machine
Manage your team’s performance and productivity to keep things running smoothly. 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.
Gladly's historical reports provide business insights that help you run and staff your service center. Get a customizable view of historical performance and operational metrics across channels. Or use reporting for staff capacity planning and scheduling with metrics such as conversation volumes and average handle or hold times. The world is your oyster.
With Gladly, you can be sure your customers are routed to the right team, regardless of the channel they use.
Customers are routed with their full history of past interactions. Agents are automatically assigned the next highest priority customer. And whenever possible, we get customers to the agent they last talked to, so it always feels like one continuous conversation, uninterrupted.
Manage which customers get helped first. With Gladly, you can assign SLAs to new incoming requests from customers based on their communication channel and inbox, so you can get customers the help they need faster. Gladly’s Automation also lets you create routing rules, escalation rules, and even auto-respond rules based on the customer’s attributes, keywords, and more.
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.