No tickets or cases, just people
With Gladly there are no concepts of tickets or cases, everything revolves around your customers. In every other platform the ticket is at the center of the experience and the ticket is just routed to the next available agent without any customer context. We believe the days of asking customers for their order number and what their problem is are gone.
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One lifelong conversation vs an endless mess of duplicate tickets
When you ditch tickets, all conversations, across all channels, are tied to your customers profile in a single place. Gladly is people-centered and not ticket centered, all communications across all channels, are part of a single conversation timeline. We call this being channel independent.
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All channels out of the box, no add-ons required
Voice, email, text, chat, and more all built-in natively to the platform so you no longer have to bolt-on disparate third party channels and your agents can respond across all channels during a conversation from a single screen. We’ve built a complete software based phone system with IVR, voice recordings, conferencing, and everything you’d need - all delivered into the browser.
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A true single view of the customer
While everyone else is out there claiming a ‘true single pane of glass” we went out and actually built it. With Gladly your team gets a single view of your. Best of all your team can reply back over any channel they want from that same view.
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Self-service that’s part of the conversation
We support building FAQs and help centers. Sidekick, out chat widget, puts the full power of your FAQ on every page of your website or natively in your mobile app. When a customer uses Sidekick and starts a conversation with the support hero, the customer’s self service history is all part of the conversation. This means your support heros won’t give the customer the same answer they already found on their own. Radically personal service means helping customers help themselves as well.
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''We get 1,000 inbounds from our customers and instead of 1,000 tickets, we have 700 conversations. We've been sending people home early!''
Radically Personal Customer Service
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