Gladly is a sophisticated customer service platform tailored for businesses aiming to enhance their customer interaction experience. Ideal for contact centres and support teams, its standout features include all-channel communication, personalised customer support, and efficient workflow management.

What are the main features of Gladly?

All-Channel Communication

Gladly offers a unique approach by centralising communications across multiple channels into a single platform. This feature ensures continuity and seamless engagement with customers without missing a beat.

• Email Integration: Easily manage email queries inline with other customer communications.
• Social Media Support: Engage with your customers on various social media platforms from one interface.
• Real-time Chat: Provide instant assistance with integrated chat facilities.

Personalised Customer Support

With Gladly, every customer feels valued as the platform enables highly personalised interaction. The system recognises and highlights past interactions, helping agents deliver more thoughtful service.

• Customer Profiles: Detailed profiles with interaction history and preferences.
• Smart Recommendations: Tailored service suggestions based on customer interactions.
• Consistent Welcome: Personalised greetings and acknowledgments for a warm experience.

Workflow Management and Efficiency

Gladly's tools for managing and streamlining workflow processes ensure your support team operates at peak efficiency. This feature aids in reducing downtime and increasing productivity.

• Automated Task Distribution: Tasks are allocated based on agent skills and availability to maintain balanced workloads.
• Efficient Ticketing Systems: Expedite resolution tracking with organised ticketing solutions.
• Detailed Reporting: Analyse team performance and customer interactions with comprehensive reporting tools.