- 04 Oct 2022
- 2 Minutes To Read
Features and Capabilities Overview
- Updated On 04 Oct 2022
- 2 Minutes To Read
Gladly is the first all-in-one Customer Service platform, which means you no longer have to work with a multitude of vendors to utilize advanced technologies to provide an excellent service experience for your Customers. You'll find all the features you need within the Gladly ecosystem.
Natively built-in Channel features
There is no need for separate and clunky integrations. Every communication Channel you need is already in Gladly.
- Voice – Voice is natively built into Gladly. No 3rd party integration is required.
- IVR – Alongside Voice, you have a fully customizable IVR.
- Text/SMS – Support Customers through their favorite on-the-go Channel.
- Chat – Chat with Customers on your website, even allow them to search your public FAQs through Sidekick.
- Social – Supporting popular social platforms like Facebook Messenger, Twitter Direct Messaging, and Instagram Messaging, you can always meet Customers on social Channels they prefer.
- Email – Manage all inbound and outbound email communications with no "ticket" or "case number" required.
Besides Channel capabilities, there's so much more Gladly can offer without requiring any 3rd party integration.
- Answers – Empower your Agents and provide Customers with high-quality, consistent help information no matter the Channel they reach out from. Answers can also be used to power FAQs on your Help Center and Sidekick.
- Agent Status – Help Agents keep track of their workday by allowing them to select a status that reflects what they are working on.
- Contextual Callback – Even through voicemail, you have the opportunity to resolve Customer issues before you call them back.
- Dedicated Hero – Give your high-touch, VIP Customers the personal, white-glove service that keeps them loyal for life by assigning them their very own Agent/team of Agents — or as we like to call them, Dedicated Heroes.
- Insight Builder – Choose your own adventure by building reports to answer questions your business needs answered.
- Knowledge Base – Leverage the power of self-service using Help Center where Customers and Agents alike can find FAQs.
- Liveboards – See live updates on how your contact center is performing, what your Agents are doing, and the trending Topics your Customers are reaching out about.
- Payments – Securely accept credit card information for payments through messaging Channels.
- Proactive Chat – Engage your website visitors through deliberate and strategic proactive chat messages via Sidekick.
- Proactive Voice – Proactively call your Customers to provide timely and relevant updates/messages without an Agent having to reach out to them one-by-one manually.
- Proactive SMS – Proactively SMS your Customers to provide timely and relevant updates/messages without an Agent having to reach out to them one-by-one manually.
- Proactive Email – Proactively call your Customers to provide timely and relevant updates/messages without an Agent having to reach out to them one-by-one manually.
- People Match – Intelligently route Customers based on their current situations, LTV, wait times, and more using People Match.
- Sidekick – Allow Customers to view FAQs wherever they are on your website. If they need help, they can easily chat with an Agent.
- Quick Reply – Give Customers specific options — by way of buttons — in Sidekick so they're routed to the right Agent, have the opportunity to self-service, or even give you the opportunity to create automated workflows.
Gladly includes many built-in capabilities and is made even more capable with a long list of integration partners in our ecosystem.
See our list of integration partners for more information.