Route by who they are
Route the customer by their status and current sentiment, like a VIP or upset customer who might require special attention.
Route by their situation
Route the customer by the context of their situation and the overall urgency of the request, like a flight cancelation or an abandoned cart.
Route by what they need
Route the customer to the agent with the best set of skills and knowledge to help, like a billing expert or a Spanish speaking hero.
Connect customers to the right hero at the right time.
Capacity Based Routing
Set the number of customers a service hero can assist at any given time across all real-time messaging channels to ensure customers get the attention they deserve.
Create a one-to-one relationship between a customer and a service hero. A customer automatically gets routed to their dedicated hero first, no matter what channel they use - from phone to email to text and chat.
Service heroes will automatically get pushed the most important message or call until they reach standard messaging capacity.
Set your own thresholds on when to transfer customers to a new service hero or inbox to prevent customers from falling through the cracks.
Every conversation— regardless of channel— is in a single view under a customer profile, creating a complete timeline of activity with your brand regardless of where a customer is routed.
When a situation changes, a customer’s issue might best be resolved using a different channel. Customers can switch channels mid conversation without getting routed to a new service hero or losing the thread.
"Gladly helps us keep humans in the forefront of how we interact, routing customers to the same agents, and offering the continuity, historical knowledge, and empathetic insight of that agent."
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
The Retail Rebirth: Driving More Revenue in the Retail Economy
Join the retail rebirth with Future Commerce and Native Shoes.