Gladly

What is Gladly?

Gladly is an AI and automation platform developed by Gladly to enhance customer service by providing personalized self-service. This platform works collaboratively with Gladly Hero, a people-centered platform for agent-aided customer service. Powered by generative AI technology, Gladly can manage transactions such as handling returns or exchanges, going beyond basic customer service queries to execute transactions in a personalized manner.

Unlike other AI customer service solutions, Gladly focuses on engaging and caring for customers rather than deflecting them. It is designed to apply AI with a deep understanding of a brand's unique needs, voice, and content, allowing companies to control the customer experience based on specific information and history.

Gladly offers personalized customer self-service through Self Service Threads, leveraging generative AI and no-code automation to provide scalable and tailored customer service experiences.

The implementation of Gladly can help companies improve customer service efficiency by automating routine tasks, reducing human dependence, and enabling customers to self-service basic tasks and queries. This automation can lead to cost savings for businesses in the long run.

Gladly works seamlessly with other Gladly products, particularly with Gladly Hero, to provide a unified customer service experience. The integration allows for a combination of AI-powered self-service for customers and human engagement for personalized agent-assisted customer service.

In summary, Gladly stands out for its emphasis on personalized self-service, AI technology that manages transactions, improved customer service efficiency, seamless integration with other Gladly products, and overall cost-saving potential for businesses.

Who created Gladly?

Gladly Sidekick was created by Joseph Ansanelli, Michael Wolfe, and Dirk Kessler, who are the CEO, Chief Product Officer, and Engineer Fellow respectively at Gladly. The platform was launched on July 24, 2024, with a vision to bring together the best of people and AI to help customer-obsessed brands create irrational loyalty and deliver radically personal service. Gladly aims to prioritize customers over tickets and systems, focusing on resolving issues rather than mere deflection for efficiency and cost savings.

What is Gladly used for?

• Automates routine tasks
• Improving customer service efficiency through automation of routine tasks
• Handling increased conversation volumes without the need to expand the customer service team
• Streamlining routine customer service requests like returns or exchanges
• Reducing the workload on customer service teams by enabling customers to self-service basic tasks and queries
• Integrating generative AI and no-code automation to provide scalable and personalized customer self-service
• Building customer loyalty by focusing on resolving customer issues rather than just responding to queries
• Matching customers to service agents based on live context
• Decreasing customer-agent interactions with the reduction of workload on the Customer Happiness Team
• Providing a unified customer service experience by working together with other Gladly products
• Saving costs for businesses by automating and streamlining routine processes
• Improves agent writing responses
• Unifies self-service and direct service
• Personalization without breaking budget
• Produces loyal brand advocates
• Real-time conversation summary
• Decreases customer-agent interaction
• Empowers businesses for personal experiences
• Helps customers self-help
• Ensures maintenance of brand voice
• Increases average order values
• Reduces human dependence in customer service
• Enables customers to self-service basic tasks and queries
• Streamlines routine requests like returns or exchanges
• Matches customers to service agents based on live context
• Reduces the workload on customer service teams
• Handles customer inquiries using generative AI and no-code automation
• Assists in building customer loyalty
• Facilitates scaled and personalized customer self-service
• Handles transactions such as handling returns or exchanges

Who is Gladly for?

• Customer service representatives
• Customer Service Managers
• Customer service team leads
• Customer Experience Professionals
• Customer Support Agents
• Customer Experience Managers
• Contact Center Agents
• Customer success specialists
• Customer service agents
• Customer service teams
• Companies across various sectors and business sizes
• Support agents
• Sales Representatives
• Customer Support Specialists
• Business owners
• Entrepreneurs
• Customer Success Managers
• Customer Experience Specialists
• Brand Customer Service Teams

How to use Gladly?

To use Gladly Sidekick effectively, follow these steps:

1. Understanding Gladly Sidekick:

   • It offers personalized customer self-service through Self Service Threads using generative AI and no-code automation.

2. Improving Customer Service Efficiency:

   • Automate routine tasks, reducing human dependence and enabling customers to self-service basic tasks.

3. Examples of Successful Implementations:

   • Crate & Barrel and Bombas have successfully used Sidekick for streamlining routine requests and reducing workload.

4. Integration with Other Gladly Products:

   • Seamless integration with Gladly Hero for a unified customer service experience.

5. Cost Savings:

   • Helps save costs by automating processes, reducing workload, and improving operational efficiency.

6. Handling Customer Inquiries:

   • Uses generative AI and no-code automation via Self Service Threads to resolve customer issues effectively.

7. Managing Transactions:

   • Can handle transactions like returns or exchanges in a personalized manner.

8. Building Customer Loyalty:

   • Focuses on resolving customer issues, ensuring personalized self-service aligned with the brand's voice.

9. AI Technology:

   • Powered by generative AI, offering personalized self-service and transaction management.

10. Suitability for Businesses:

    • Designed to operate across various business types and sizes, adaptable for improved customer service delivery.

11. Relationship with Gladly Hero:

    • Sidekick collaborates with Hero to provide AI-powered self-service and people-centered agent-assisted service.

Implementing Gladly Sidekick involves understanding its AI capabilities, leveraging its self-service features for customer engagement, and integrating it effectively with existing Gladly products for enhanced customer service efficiency.