Gladly

Gladly: Radically Efficient and Personal AI Customer Service

What is Gladly?

Gladly is an AI-powered customer service platform designed to revolutionize how businesses interact with their customers. Unlike traditional CX platforms that treat interactions as ticket-based transactions, Gladly focuses on building lasting connections by treating each customer as a unique individual.

How does Gladly work?

Gladly leverages AI to understand customer intent, provide instant and emotionally intelligent responses, and automate precise actions. This is achieved through:

• Customer AI: Gladly's AI engine understands customer needs and context, enabling personalized interactions.
• Sidekick: An AI assistant that automates tasks, suggests next steps, and directly responds to customers, always under the control of the support team.
• Unified Customer View: Agents have a single, lifelong view of each customer's interactions across all channels.

Key Features and Benefits

• Personalized Customer Experiences:
  • Treat every customer as a known individual with a unified view of their interactions.
  • Deliver 1:1 experiences at scale, with less time, effort, and investment.
• Efficiency and Automation:
  • AI-powered automation handles common inquiries and tasks, freeing agents to focus on complex issues.
  • Streamline workflows and reduce the effort required to resolve customer issues.
• Omnichannel Support:
  • Engage with customers across voice, chat, SMS, email, and social channels in a single conversation thread.
  • Customers never have to repeat themselves, and agents can seamlessly pick up conversations where the AI left off.
• Business User Control:
  • Non-technical users can easily configure and refine how Gladly behaves using plain English guides.
  • Bring entire product catalogs into Gladly with a click, and refine AI behavior as business needs evolve.
• Improved Customer Satisfaction:
  • Provide instant, personalized support that makes customers feel known and valued.
  • Resolve issues quickly and efficiently, leading to higher CSAT scores.

Why Choose Gladly?

• Customer-Centric Approach: Gladly is built around the customer, not the ticket, allowing you to treat every interaction as an opportunity to build a lasting relationship.
• AI-Powered Efficiency: Gladly automates routine tasks and provides agents with the information they need to resolve issues quickly and effectively.
• Omnichannel Support: Gladly supports all the channels your customers use, ensuring they can always reach you in the way that's most convenient for them.
• Easy to Use: Gladly is designed for CX professionals, not engineers, making it easy to configure and use.

Who is Gladly for?

Gladly is ideal for customer-focused brands looking to:

• Improve customer satisfaction and loyalty.
• Increase agent efficiency and productivity.
• Reduce support costs.
• Deliver personalized experiences at scale.

Brands like Crate & Barrel, Nordstrom, Breeze Airways, and Kuhl trust Gladly to deliver exceptional customer experiences.

Practical Value and Use Cases

• Automated Responses: Gladly's AI can answer common, repetitive questions, freeing agents to focus on more complex inquiries.
• Intelligent Routing: The AI can route customers to the appropriate agent based on their needs, ensuring they get the help they need quickly.
• Personalized Recommendations: Gladly can provide personalized recommendations based on customer history and preferences.
• Proactive Support: Gladly can proactively reach out to customers who may be experiencing issues, preventing problems before they escalate.

User Evaluation

• Kate Showalter, Vice President, Customer Care, Crate & Barrel: "With Gladly, our agents are helping customers across channels from a single view that makes their work easier."
• Jim Gallagher, VP Customer Care, Nordstrom: "We want to build a loyal relationship with a conversation that goes over years and months. It shouldn't feel like a transaction. That's why we chose Gladly."
• Danny Cox, Vice President of Guest Experiences, Breeze Airways: "The evolution of our product has allowed us to provide options to guests much more quickly than any other airline."
• Nancy Orgill, Customer Support Manager, Kuhl: "Our AI kicks in and starts answering common, repetitive questions. If something goes wrong or it's a more complex inquiry, the AI routes the customer straight to an agent. It's a seamless transition. Our customers don't even realize they're talking to AI."

Conclusion

Gladly provides an all-in-one AI platform for customer service that will help businesses provide a more personal touch to their customer service practices. Gladly's AI and Customer AI are the central core for an exceptional customer experience. If you are in the market to create an automated, fast customer service experience, Gladly could be your all-in-one solution.