Provide customers with personalized information, like updates on order status or their loyalty points balance when they don't feel like talking to an agent or they aren't available to take a call.
Own your IVR
With a fully native and customizable IVR, you can make changes to your messages or menu configurations when you want, how you want, improving the customer experience along the way.
More choice that's less costly
Give customers more choice by giving them the option to switch from IVR to SMS, reducing inbound phone requests and decreasing overall voice costs.
Skip the recap
Arm agents with all the context your customers already provided in your IVR, so they can skip the frustrating recap, and delight customers with an effortless experience.
Increase self-service and lower contact center costs with our natively-built and fully customizable IVR.
Precisely route customers to the correct agent with a multi-level IVR that has flexible menus for inbound calls.
IVR to SMS
When phone volumes start ramping up, offer customers a faster path to resolution through messaging channels like SMS.
Increase satisfaction and agent efficiency by offering callbacks that are all about context and channel choice.
Advanced speech recognition
IVRs can more accurately understand a customer's request and empower them to self-serve or quickly be transferred to an agent.
Smart call routing
Route to the correct agent using IVR inputs or even bypass the menu depending on the number that was dialed.
Robust admin tools
Admins have the ability to View, Add & Edit IVR nodes within the phone tree, and even listen to voice recordings that play when a call passes through a Menu or Message node.
Collect inputs from the customer and dip into another system to output data to the customer.
Admins can set up IVR trees quickly and autonomously—no Gladly involvement required.
Experience the platform as a Gladly support heroTAKE THE TOUR
Check out our resources to start thinking radically personal
2022 Customer Expectations Report
Reimagining Customer Service To Drive Customer Loyalty and Revenue
Engagement Reimagined for Modern Service
See how Crate and Barrel has reimagined service for the modern customer.