Never lose the thread
No need to convert emails into trackable tickets. Gladly goes beyond ticketing software and instead, emails, along with text messages, Facebook messages and even voice messages are all kept in a single view of the customer.
Scale customer communications, like announcements, confirmations, and surveys with bulk email. Send standardized email messages to specific customer segments to proactively avoid issues and reengage dissatisfied customers.
Replies made easy
A robust answers knowledge base makes it easy to respond to frequently asked questions with standardized answers so your agents avoid writing lengthy email replies.CHECK OUT OUR ANSWERS KNOWLEDGE BASE
Personal, yet productive
Leverage emojis, different font colors and auto responses to keep your agents not only productive and engaged with your customers but empowers them to show their personality.
Manage all inbound and outbound emails with a fully-integrated email management solution.
Answers Knowledge Base
Leverage a single knowledge base to populate and send pre-defined answers that are specifically relevant to email inquiries — this means a more lengthy response than you'd send for an issue that comes through text.
Use Auto Complete, Auto Reply, Auto Capitalization and other formatting features to let agents spend more time on more difficult responses.
Enable CSAT ratings so that customers can receive satisfaction surveys via email shortly after their issue was resolved to help you make improvements where needed.
Track key performance indicators to monitor the progress of business objectives like improving response times via email and identify when and how to pivot.
Notify your customers with a simple confirmation email to let them know you received their message and help is on the way.
Custom Greetings & Signatures
Leverage custom greetings and signatures to make emails personalized to the individual customer, while also remaining true to your corporate branding and messaging.
Show your personality with different fonts, font colors, emojis and a ton more composition features that make agent lives easier (and more fun!).
For those times you need outside help to answer a question, forward emails to both Gladly and non-Gladly users, for a little outside perspective.
If your website supports forms, collect customer issues through templated forms and respond as if you would via email.
Create a "Junk Inbox" in Gladly to combat spam and messages from unwanted senders.