Stop choosing between speed and soul—Why your helpdesk needs Sidekick

Here's the uncomfortable truth about AI in customer service: many traditional solutions are built to churn through support requests, not create real business impact.

Sure, they promise cost savings and efficiency gains. But the hidden costs are enormous. When you prioritize speed over substance, you're trading short-term metrics for long-term relationship damage. Frustrated customers don't just leave, they take their networks with them.

The real question isn't whether you need AI. It's whether you're ready to choose AI that actually strengthens customer relationships instead of weakening them.

When you push customers out of communication—and out of community—with your brand, you can incur troubling, invisible deflection deflection costs:

• Frustrated customers

• Negative word-of-mouth

• Lost loyalty

• Declines in revenue

To truly drive efficiency and experience from your helpdesk, it has to be able to deliver the personalized, efficient experiences customers demand.

The false choice that’s killing customer experience

The customer service industry has accepted a broken premise that you must sacrifice personalization to achieve efficiency. It's a trap that assumes you can't have both speed and genuine human connection.

That assumption is wrong.

With Gladly Sidekick, you don’t have to choose between efficiency and personalization—you get the power of and. Deliver fast, scalable support and deeply human experiences, all from your existing helpdesk.

Powered by Customer AI, Sidekick combines comprehensive customer insight with intelligent automation to resolve issues faster, boost satisfaction, and streamline operations. Use Sidekick within Gladly's platform or integrate it with your existing Zendesk or Salesforce setup to bring intelligence that's both radically efficient and deeply personal.

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Resolve more, sell more, stress less—with Sidekick

Unlike deflection-first tools that prioritize cost-cutting over connection, Customer AI is designed to build long-term relationships—resolving more conversations end-to-end without requiring agent intervention.

Sidekick doesn’t just answer customer questions—it takes action on their behalf, sharing the load with your team so they can focus on high-impact conversations that require a human touch.

From the first question to conversion and beyond, Sidekick supports the entire customer journey. It helps drive revenue by leveraging a deep understanding of your business and your customers to answer product-related questions, offer tailored recommendations, and guide shoppers toward confident purchase decisions.

It also knows when to step aside. When a human touch is needed, it seamlessly hands off the conversation to your team—right inside your helpdesk—complete with full context, so your agents can jump in and resolve without missing a beat.

We know AI can feel complex to implement. That’s why we’ve made Sidekick easy to train and fully controllable by your CX team—no code required. With Guides, you just have to provide step-by-step instructions in plain language, and Sidekick will follow your brand’s tone of voice, policies, and escalation procedures with precision. And before going live, you can test Sidekick in a controlled environment to ensure everything meets your brand’s expectations. AI shouldn’t be static—and Sidekick isn’t. It learns and improves continuously based on every conversation and interaction.

You can easily monitor performance with Journeys, uncover drop-offs or optimization opportunities, and effortlessly adjust how Sidekick handles customer scenarios. It evolves alongside your business, helping resolve more over time and delivering better outcomes for both your team and your customers.

The benefits of Sidekick’s customer-first intelligence

If your CX team is currently using Zendesk, Salesforce, or a similar helpdesk, it’s intuitive and empowering to integrate Sidekick into that ecosystem—and to start seeing results from day one.

1. Connect and integrate with ease: Leverage Gladly’s intuitive App Platform to seamlessly connect Sidekick with your existing tech stack like order management systems, and other critical tools.

2. Train with no-code simplicity: Teach Sidekick your specific brand policies, desired tone, and escalation procedures using plain, non-technical language. Our no-code training environment empowers your CX team to manage and update Sidekick without relying on IT resources or external developers.

3. Validate before deployment: Thoroughly test Sidekick in a controlled environment to ensure it aligns with your specific guidelines and performance expectations before a full launch.

4. Deliver complete resolutions: Sidekick accesses information across your integrated systems to provide instant, accurate responses and execute actions, streamlining customer journeys.

5. Measure and optimize continuously: Utilize real-time visibility into Sidekick's performance to identify areas for improvement. Easily make adjustments to continuously enhance the customer experience and Sidekick's effectiveness directly from your CX team.

Ready for an uncompromising CX upgrade?

Whether you're looking to make your first strategic move into AI-powered customer service or seeking to replace a fragmented, deflection-first AI solution within your Zendesk or Salesforce environment, Gladly Sidekick offers relationship building transformation.

You can unlock instant efficiency without adding headcount. Your team will be empowered to deliver exceptional customer experiences and use their expertise in moments that drive the most business impact. And you’ll simplify your support stack in ways that will adapt and grow with you into this AI-powered future.

You don’t have to settle for impersonal AI interactions that compromise your customer relationships. Add Sidekick to your existing Zendesk and Salesforce support stack, and empower your team to deliver fast, radically personalized service at scale, all while leveraging the power of your helpdesk. It’s easy to set up, simple to optimize, and designed for customer service teams to manage without heavy technical lift.

The future of CX is built on relationships. Now is your opportunity to build a winning relationship between your helpdesk and Gladly Sidekick.

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