Gladly is now an AI-driven solution that autonomously manages customer conversations, enabling businesses to cultivate lifelong, loyal customers through radically personal customer service. We achieve this in several unique ways.
People, not tickets
Gladly understands that exceptional customer service begins with a focus on people. When customers engage with your company, they anticipate genuine conversations and being treated as individuals rather than case numbers. This is why Gladly eliminates the concept of tickets. Instead, it provides a comprehensive view of each customer’s entire history with your brand, including past purchases, previous interactions, lifetime value, loyalty status, membership, order history, and more. With this context, Gladly autonomously connects customers with the appropriate service agent, ensuring they receive optimal support. This approach transforms simple interactions into meaningful connections between customers and your brand.
Single, lifelong conversations
Gladly facilitates Channel-independent, lifelong conversations seamlessly, allowing you to engage customers on their preferred channels. This includes all communication methods—from voice to messaging to self-service—integrated into a single platform. As a result, customer conversations are unified, meaning your agents never need to ask customers to repeat or summarize previous interactions that may have occurred through different channels. They have all the necessary background to assist customers effectively, making customers feel valued and your support agents empowered with a complete history of past engagements.
When using a platform that mirrors the consumer apps they are familiar with, your customer service agents will naturally become more focused and productive. This is why Gladly is designed to be intuitive and user-friendly. Information is organized logically, next actions are easily accessible, and conversation history is prominently displayed. With everything they need at their fingertips, your agents can connect quickly and deeply with customers, efficiently addressing their needs and enhancing satisfaction.
Personalized self-service
Research indicates that reducing customer effort to achieve their goals is crucial for fostering loyalty, and Gladly simplifies the process of helping customers help themselves—before, during, and after a conversation. The self-service capabilities of Gladly not only provide answers to frequently asked questions and 24/7 customer support but also deliver quick, personalized responses based on existing customer knowledge—such as answering common inquiries like "Where is my order?" All of this is seamlessly integrated into a customer’s conversation history, making it easy for team members to continue the dialogue if further assistance is required.
We’re excited to partner with you and help make customer service a cornerstone of your business.
