Gladly
Gladly is a customer service platform that integrates AI and human agents to prioritize customer assistance over ticket resolution, offering a comprehensive solution with native support for various communication channels and advanced analytics.
Services
Gladly offers a comprehensive customer service platform that integrates AI and human agents to prioritize customer assistance. Their service includes a range of communication channels, such as voice, SMS, chat, email, and social media, all natively built-in. Gladly's advanced analytics and performance tools provide real-time insights for data-driven decisions. Customizable features such as the IVR system enable personalized customer interactions and self-service options. Gladly also provides robust security with SOC 2 Type II compliance.
Products
Gladly offers two main packages: the Hero Package, starting at $180 per hero per month with a minimum of 10 heroes, and the Superhero Package, starting at $210 per hero per month with a minimum of 45 heroes. Both packages are billed annually. The platform includes features like People Match®, a unified conversation timeline, and AI-powered tools such as Hero AI Authoring, Hero AI Summaries, and Hero AI Replies. The pricing model is consumption-based, allowing customers to pay only for what they use.
Integrations
Gladly provides integrations with leading e-commerce platforms and apps to enhance its customer service solution. Key integrations include Shopify, Medallia Agent Connect, and Klaviyo. Additionally, Gladly's App Platform supports the creation of custom integrations to further tailor the customer service experience. These integrations enable seamless workflow and data synchronization, improving overall service effectiveness.
Resources
Gladly offers an array of resources to support customer service teams, including a blog, podcast, webinars, and a learning community. These resources cover a variety of topics related to customer service best practices, industry trends, and platform usage tips. The aim is to provide continuous learning and development opportunities for customer service professionals using the Gladly platform.
Technology and Security
Gladly's platform is designed to consolidate multiple software solutions into a single, cost-effective system, thereby reducing overall technology costs. The platform includes advanced AI-powered tools to enhance agent productivity and streamline customer interactions. Gladly’s SOC 2 Type II compliance ensures high standards of data security and privacy are maintained. This combination of technology and security features makes Gladly a reliable choice for businesses seeking efficient and secure customer service solutions.