What is Answers?
  • 24 Jun 2020
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What is Answers?

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Gladly’s Answers is one of the most powerful tools in the Gladly toolbelt to help empower your Agents, and provide Customers with a high-quality, consistent experience no matter the Channel, or Agent, they reach out through. Answers can also be used as the source of public information for your Help Center.

With Answers, Agents can access your company’s rich wealth of knowledge in a matter of seconds, without ever having to leave the Customer’s Profile. Plus, with our consolidated multi-channel, multi-language answers, Agents can feel confident and supported managing multiple Channels and languages/locales all at the same time. 

Instead of having to deal with multiple tabs or windows, Gladly’s Answers appear on the same screen as your Conversation, leaving your Composer and the rest of Gladly undisturbed, so it’s easy to find and use the answers you need.

Answers can also be created according to Channel type and/or language, so that content is always tailored to suit the Channel the Customer reaches out on and the language they’re speaking — that means longer, more detailed answers on email, and shorter, more to-the-point answers for messaging Channels like SMS, Facebook Messenger, and chat, no matter what country the customer is contacting you from.

And when you’re ready to use an Answer, add them to a response in just one click; no ‘copy + paste’ required.

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