Features and Capabilities Overview
  • 04 Oct 2022
  • 2 Minutes To Read
  • PDF

Features and Capabilities Overview

  • PDF

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.

Capabilities

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.

Integrated Apps

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.


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