Gladly Review

Gladly is a cloud-based customer service platform provided by San Francisco-based Gladly Software, Inc. It centralizes all the interactions between an organization and its customers and helps companies reduce dependence on a single agent to answer any customer question. It helps companies recognize customers by integrating conversations that take place across various channels such as email, texting, voice, social media and chat.
Access to the whole conversation history allows any customer service agent to resume interactions with a customer from the same point where a conversation with another agent was previously interrupted. Robust routing and queuing capabilities help transfer customers to the right customer service agent, who can collaborate with other colleagues to solve customer concerns in a minimum amount of time. The software also helps track operational metrics such as email response times, call times, hold times, and conversation topics.

GLADLY – TUTORIAL

GLADLY – FEATURES

• Voice: delivers personal and hassle-free call support
• IVR: fully integrated IVR personalized to customers
• Self-service: surface answers to FAQs for 24/7 support
• Social: engage seamlessly across social platforms
• Chat: chat with customers directly on your website
• In-App Chat: in-app chat support natively built-in
• Email: inbound and outbound emails in a single thread
• Capabilities: all the features you need, natively built-in, to deliver radically personal customer service
• Payments: accepts payments through messaging channels
• Insights: all your channel insights, all in one place
• Task Management: collaborate effectively with customer-centric tasks