February 27, 2025
Loop Returns Now Supports Creation of ‘Allowlist items’
The Loop Returns app now supports the creation of allowlist entries. Allowlisting lets you make an exception for a specific order or Customer email address.
New Gladly Platform Sub-Processor
This is a notification that Gladly will use ElevenLabs as a data sub-processor to generate audio responses.
RESOURCE
BSN Sports Scores Big with AI-Driven Customer Service
BSN Sports revolutionized their customer service by embracing Gladly's AI capabilities, affectionately naming their AI assistant "Stanley" and making it a true team member. Their creative implementation approach led to dramatic improvements in efficiency while maintaining their personal touch with customers. Discover how they achieved 90% service levels and reduced staffing needs by more than half during peak seasons.
RESOURCE
Gladly Named to Constellation’s 2025 Digital Customer Service and Support ShortList™
It's official: Gladly has earned a spot on Constellation's prestigious 2025 ShortList™ for Digital Customer Service and Support. This recognition carries special weight as it comes directly from industry veterans who've faced the same customer service challenges you navigate daily.
What makes this ShortList™ different? It's selected by former CMOs, service desk leaders, and contact center managers who prioritize transformation over tradition. They're looking for platforms that integrate conversational and generative AI, enhance both sides of the service equation, and scale intelligently—exactly what we've built with you.
This recognition isn't just another logo for our website. It's confirmation that our vision for radically personal service is reshaping what's possible in customer experience.
Thank you for pushing boundaries with us. The best validation comes from seeing the exceptional service experiences you build with Gladly every day.
EVENT
One Week to Go: Plan Your GCLive 2025 Experience!
Nashville awaits! GCLive 2025 kicks off next week with an all-star lineup of service leaders ready to share their success stories. Take a moment now to browse the agenda and map out your must-attend sessions.
Get ready to discover how StockX is reinventing service for the next generation, learn how Tecovas orchestrates their entire service ecosystem, and hear directly from KÜHL & Framebridge about balancing innovative tech with their signature high-touch approach.
See you next week in Nashville!
RESOURCE
Gladly Referral Promotion
Love using Gladly? Now’s your chance to share the experience with others in your professional network. Submit your B2C or e-commerce to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
REVIEWS
You're In Good Company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
February 20, 2025
Coming Soon: Gladly Connect Community’ Rebranding to ‘Gladly Academy’
Our e-learning and training website, connect.gladly.com, will soon be rebranded as Gladly Academy under a new domain, academy.gladly.com. Besides the website address and description changes, it’ll continue to be where you find all Gladly-first training courses, like the Support Hero Gladly Certification, along with many CX-focused e-learning courses and personal skill development.
Sidekick Incorrectly Marked Some Conversations as Resolved by Sidekick
Fixed – Conversations with an Agent response were incorrectly labeled as resolved by Sidekick on the Sidekick Conversation page.
RESOURCE
Gladly Named to Constellation’s 2025 Digital Customer Service and Support ShortList™
We’re thrilled to share that Gladly has been named to the Constellation ShortList™ for Digital Customer Service and Support, validating our people-first approach to customer service.
This prestigious shortlist, selected by former CMOs, service desk leaders, and contact center managers, highlights solutions that transform customer service—not just maintain the status quo. Their evaluation prioritizes platforms that seamlessly integrate conversational and generative AI, elevate both customer and agent experiences, and drive scalable innovation.
Gladly’s inclusion reinforces our growing impact in the industry and our vision for radically personal service.
Thank you for being part of our journey—your trust and innovation inspire us every day.
EVENT
Be First to See What's Next at GCLive 2025
The agenda for GCLive 2025 (March 5-7, Nashville) is live, and we’ve got an incredible lineup of service leaders ready to share their success stories. Learn how StockX is reinventing service for the next generation, discover how Tecovas orchestrates their entire service ecosystem for maximum impact, and hear how KÜHL & Framebridge balance innovative tech with their signature high-touch approach to create lasting Customer connections.
We're just about two weeks away from GCLive 2025! Don’t miss your chance to connect, learn, and be inspired — secure your spot today.
PRODUCT
New Gladly Platform Sub-Processors
This is a notice that Gladly will use LangSmith and LangFuse as data sub-processors to enhance our LLM monitoring capabilities and development tooling infrastructure.
RESOURCE
Gladly Referral Promotion
Love using Gladly? Now’s your chance to share the experience with others in your professional network. Submit your B2C or e-commerce to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
REVIEWS
You're In Good Company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
February 12, 2025
Improved Governance of Agent Messaging Capacity
Any active text-based sessions, such as emails or chat, will now be fulfilled if the Customer calls in while the chat or email-based contacts are still active The session is marked as fulfilled at the time that the inbound phone call is answered, which allows the Agent’s capacity to be freed after the time configured in Same agent assignment time limit (minutes) expires.
New Gladly Sidekick Apps: ShipHero, Recharge, Recurly, and Aftership
We're excited to announce four more powerful apps for Sidekick: Ship Hero, Recharge, Recurly, and Aftership. These app integrations will streamline your operations by enabling Customers to self-serve — giving them access to vital shipping and subscription information, and automating actions, reducing the need to contact an Agent. Contact Gladly Support to get started.
Proactively Identify Voice Quality Issues with New Notification
If Gladly detects a suboptimal network connection that could potentially degrade the audio quality during an active phone call, a notice will now be displayed on the screen. This message will alert Agents of an "Unstable Connection" and advise them to take action to improve network connectivity for a better call experience.
Eliminate Duplicate Profiles With Auto Sync When Using SMS Communication API
The enhanced SMS Communication API now automatically merges new Customer Profiles created from sent messages with existing Customer Profiles containing the Customer's information. This eliminates duplicate Profiles and the need for manual merging.
Enhanced Logging for Easier App Platform Debugging
We've added logging commands in the Command Line to give developers greater visibility into the applications they build on the Gladly App Platform. These logs make it easier to track errors and efficiently debug applications when needed. Visit the App App platform enhancement logs to learn more.
Improved Rich Text Formatting in Chat SDK
We've polished the appearance of HTML messages and eliminated that extra white space between text that may appear in Glad App and the Conversation Timeline for a cleaner, more seamless look.
EVENT
Be First to See What's Next at GCLive 2025
The agenda for GCLive 2025 (March 5-7, Nashville) is live, and we’ve got an incredible lineup of service leaders ready to share their success stories. Learn how StockX is reinventing service for the next generation, discover how Tecovas orchestrates their entire service ecosystem for maximum impact, and hear how Kuhl & Framebridge balance innovative tech with their signature high-touch approach to create lasting Customer connections.
Register Today: We are exactly 30 days away. Make sure to secure your spot today.
PRODUCT
New Gladly Platform Sub-Processors
This is a notice that Gladly will use LangSmith and LangFuse as data sub-processors to enhance our LLM monitoring capabilities and development tooling infrastructure.
RESOURCE
Gladly Referral Promotion
Love using Gladly? Now’s your chance to share the experience with others in your professional network. Submit your B2C or e-commerce to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
REVIEWS
You're In Good Company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
February, 5, 2025
New OOTB Report: Customer Satisfaction (CSAT)
The Customer Satisfaction (CSAT) report analyzes feedback collected from integrated survey platforms following Customer interactions in Gladly. By aggregating responses from CSAT and NPS survey partners like SimpleSat, Medallia Connect, and Delighted, the report identifies trends in Customer sentiment and provides actionable insights to improve service quality and service performance.
New Sidekick Apps: Shopify, BigCommerce and Loop Returns
We’re introducing three more new apps specifically for Gladly Sidekick: BigCommerce, Loop Returns, and Shopify. With these apps, you can leverage Sidekick to automate common requests like order tracking, refunds, and cancellations, allowing Agents to focus on complex inquiries. With centralized tools, it ensures accuracy while reducing manual workload, leading to faster resolutions and enhanced customer satisfaction through seamless, personalized support.
Upgraded Help and Product Documentation Website (help.gladly.com)
Our Product and Help Documentation has moved to a new home and is now accessible via help.gladly.com.
The new site features:
Faster search UX and page loading times
Improved navigation and search functionality
Enhanced readability and accessibility
Streamlined user experience
Watch this 20-second overview of new features designed to enhance your experience with our documentation.
The Gladly Connect website (connect.gladly.com) will remain your go-to for Gladly training/certification and e-learning courses.
Please update your bookmarks to help.gladly.com to ensure easy access to our documentation. If you experience any issues with the new documentation site, please contact [email protected] or use the “report an issue” feedback widget on the website.
New Gladly Platform Sub-Processors
This is a notification that Gladly will use LangSmith and LangFuse as data sub-processors to enhance our LLM monitoring capabilities and development tooling infrastructure.
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Customer Satisfaction (CSAT) Metrics for Insight Builder
Insight Builder users can now customize CSAT and NPS reporting with the new CSAT metrics added under the Conversation Metrics dataset, which are also found in the new Customer Satisfaction (CSAT) OOTB report:
Survey Source – CSAT feature partner where the survey was received.
Survey Format – Indicates how the Raw Scores are formatted.
Survey Score – The rating or score provided by the Customer.
Survey Response – Responses to additional questions or comments as configured in the survey.
Average CSAT Score – Calculates the average score across multiple Conversations (Insight Builder only)
Apps Coming to Sidekick: ShipHero, Recharge, Recurly, and Aftership
We're excited to announce that four more powerful apps are coming soon to Sidekick: ShipHero, Recharge, Recurly, and Aftership. These apps allow for even more automation to manage subscriptions and billing, as well as end-to-end shipment tracking. These integrations will help streamline your operations and provide better visibility into your shipping and subscription workflows. Stay tuned for more details on each integration's features and launch dates.
Gladly Release Emails Will Be Sent on Thursdays at 9 AM PT.
We're switching up our release email timing! Starting next week, you'll get the latest Gladly email updates on Thursday at 9 AM PT instead of Wednesday afternoons. This new schedule ensures you'll get product updates right around the same time feature updates are available in Gladly.
EVENT
Be First to See What's Next at GCLive 2025
The agenda for GCLive 2025 (March 5-7, Nashville) is live, and we’ve got an incredible lineup of service leaders ready to share their success stories. Learn how StockX is reinventing service for the next generation, discover how Tecovas orchestrates their entire service ecosystem for maximum impact, and hear how Kuhl & Framebridge balance innovative tech with their signature high-touch approach to create lasting Customer connections.
Register Today: We are exactly 30 days away. Make sure to secure your spot today.
RESOURCE
Gladly Referral Promotion
Love using Gladly? Now’s your chance to share the experience with others in your professional network. Submit your B2C or e-commerce to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
REVIEWS
You're In Good Company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
.svg?sv=2022-11-02&spr=https&st=2025-03-03T19%3A54%3A37Z&se=2025-03-03T20%3A13%3A37Z&sr=c&sp=r&sig=FA9UF0Pxe6oD9VGlu1xTC0Gj4b0EYR5zSJqgWotxSVQ%3D)
on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.