Gladly is a service platform that treats Customers like people, not tickets. It’s how you can deliver radically personal service. You know your Customers and their needs, so the framework to build your Gladly integration centers around that relationship. The options for what you can make are as dynamic and unique as your product options and as customizable as your brand voice.
This guide exists to facilitate that process. We’re here to support what you need and offer a few helpful hints we’ve learned along the way.
Radically personalize service #
This is the heart and soul of Gladly, and we know it is the heart and soul of what you do too. There is no one right way to build every integration. In the spirit of partnership, we have provided some guiding principles to map out your integration interactions.
Relentlessly focus on the Customer #
As you integrate the Customer perspective, imagine what this will look like in both sides of the UI. Even if you aren’t point on the engineering team, try to outline the panels and attributes you’d like to see on the Gladly Customer Profile.
A few topics to consider are workflow initiation, integration surfaces, and accessibility. How can these best guide the flow of information?
Often, a streamlined answer is the simplest one for your user base. Simple is smooth, and smooth is fast.
Confidently empower Agents #
With full knowledge, people make better decisions. When you provide a vehicle for authentic communication, you can help empower your Agents to provide radically personal service. We know your Agents have Customers’ best interests at heart. How can your integration design help them demonstrate this?
Make it happen #
Now’s the fun part: put the plan into action and build it! You know the ins and out of your use cases, have the five W and one H framework down pat, and lead with relentless Customer focus and confident Agent empowerment.
As you start, we are here to support. Our documentation and guides can help you figure out which Gladly features you can use as you build your integration.