Expansions Best Practices
  • 01 Mar 2021
  • 1 Minute To Read
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Expansions Best Practices

  • PDF

Expansions Best Practices 

Having all of your Customer Experience teams on Gladly can provide a seamless experience for agents and customers and allow for ease of training and consolidation of knowledge and resources. 

  • Expanding with new teams or organizations is easy on Gladly. You can use your current Gladly instance or set up a new separate one. 
  • You'll want to consider how similar your new teams' needs and workflows are to the teams currently on Gladly when deciding which route to take. 

Using Your Current Gladly Instance 


You'll need an already up-and-running Gladly instance and one or more teams that have similar workflows to the teams already on Gladly and that do not belong to a separate sub-brand or organization 

Key Considerations 

  • All agents will see the same answers 
  • All agents will inherit the same messaging and auto-assignment settings 
  • All admins will see all teams' reports

Using a New Gladly Instance 


One or more teams that have different workflows to the teams already on Gladly or belong to a separate sub-brand or organization 

Key Considerations 

  • Your teams' answers, configurations, and other settings will remain independent of each other. 
  • Other critical decisions will be determined by the scope of the implementation, i.e., IVR structure and recordings, Sidekick design, inbox structure, rules, topics, etc.


Key Personnel Required 

Project Lead – in charge of managing the Gladly implementation and other project stakeholders, and making key business decisions 

IT – responsible for the technical implementation of the expansion on Gladly 

Trainer – responsible for training the new teams on Gladly 

Agents – the new team using Gladly on a day-to-day basis 

Project Management 

  • You will be working with your CSM and the Gladly Professional Services Team to implement the expansion. 
  • We will use Asana to map the scope of the expansion to tasks and assign those tasks to the correct stakeholders.


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