Gladly Help Desk Software

Gladly is a customer service platform that distinguishes itself by focusing on people rather than tickets or cases. This approach enables customer service agents to become heroes in their interactions with customers, providing a more personal and connected experience. By eschewing traditional ticket-based systems, Gladly allows agents to engage in lifelong, channel-independent conversations with customers, complete with all the necessary context to foster lasting relationships and loyalty. This radically personal approach to customer service aims to transform how agents interact with customers, emphasizing understanding and engagement over mere transactional support.

The products and services offered by Gladly are designed to revolutionize customer experience (CX) through a combination of human touch and artificial intelligence (AI). By eliminating the ticket system traditionally used in customer support, Gladly's platform empowers agents to view and manage customer interactions across all channels in a single thread. This seamless integration ensures that every customer's history and personal attributes are instantly accessible, enabling more personalized and efficient support. Gladly's platform is utilized by a wide range of innovative consumer companies, including Crate&Barrel, Hyatt, and Ralph Lauren, to make customer service a competitive advantage. By driving better customer satisfaction and loyalty, Gladly not only enhances the support experience for consumers but also converts customer service interactions into opportunities for revenue growth.

Gladly.com presents a unique approach in the customer service software domain, focusing on enhancing customer interactions through a blend of human touch and AI technology. The platform stands out for prioritizing customer assistance over traditional ticket resolution systems, emphasizing a more personal and direct engagement with customers. Here’s an overview of the distinct features and services offered by gladly.com that cater to business users aiming to elevate their customer support experience:

1. **Conversation Timeline:** This feature addresses the common call center challenge of managing vast volumes of customer interactions daily. Gladly's Conversation Timeline organizes all customer interactions into a single, accessible location. This enables customer service agents to offer a personalized service by quickly accessing historical customer data, thus treating customers as individuals rather than mere ticket numbers.

2. **People Match:** Gladly's People Match feature streamlines the process of connecting customers with the most appropriate agent to handle their queries. By matching customer needs with agent expertise, this feature not only enhances the customer's experience by reducing frustration but also encourages the development of subject matter experts within the service team. This increases efficiency and ensures a more targeted and knowledgeable service approach.

3. **Auto-Route VIP Customers for White-Glove Experience:** High-value customers are automatically assigned to a dedicated "customer service hero," ensuring that they receive consistent and personalized attention from an agent familiar with their history and preferences. This feature allows for a premium, tailor-made service experience, reinforcing customer loyalty and satisfaction.

4. **Gladly Answers:** Recognizing that agents may not have all the answers at hand, Gladly Answers provides a solution by offering a database of pre-made responses. Agents can access this database directly from the conversation timelines, allowing them to respond to customer queries quickly, consistently, and accurately without compromising the flow of the conversation.

5. **Gladly Academy:** With a focus on continuous learning and improvement, Gladly Academy serves as a resource for enhancing employee training and knowledge. This feature supports businesses in maximizing the use of the Gladly platform and improving overall customer service skills within their teams.

Gladly.com leverages these features to deliver a customer service experience that is both highly efficient and personal. By focusing on conversation continuity, intelligent agent-customer matching, premium support for VIPs, quick access to information, and ongoing learning, gladly.com empowers businesses to transform their customer service departments into realms of positive customer interactions and heightened satisfaction.

Gladly offers a primary plan called “Support Hero” priced at $150 per user per month, with a minimum requirement of enrolling 10 seats, which leads to a monthly charge of $1500. There are also additional plans for more specific roles, including the "Task User" plan at $38 per user per month for team members focusing on customer-related tasks but who are not customer-facing agents, and a "Free User" plan that allows an unlimited number of team members to manage teams and operations without extra cost.

Gladly does not include telecom fees in its pricing, and although the chat payments functionality is available at no extra cost, there is a pass-through fee for each completed payment transaction. The company offers the flexibility to add agents during peak seasons without having to pay for a full year, charging only for the months these extra seats are needed.

Gladly.com is a customer service software platform used by various reputable companies to enhance their customer service experience. Among its diverse range of users, Gladly boasts partnerships with well-known brands such as Ralph Lauren, Tory Burch, Ulta, Zenni Optical, JOANN Fabric and Craft Stores, TUMI, and JetBlue. These companies utilize Gladly to provide a seamless and personalized customer service experience across multiple channels, ensuring that their customer support is efficient, accessible, and capable of building stronger customer relationships. Each of these brands has seen significant improvements in their customer service metrics, such as reduced email backlogs, faster response times, and enhanced agent-customer interactions, by implementing Gladly's innovative solutions tailored to meet the dynamic needs of today’s digital consumers.