Consumer dispatch
Customer communication software for
field service & dispatch operations
Integrate with your dispatch software to automate customer updates, reduce WISMO calls, and keep customers informed from job dispatch to completion.
Trusted by field service and home services companies
Customers expect real-time updates on technician arrivals, job status, and appointment changes. But when dispatch software and communication tools don't talk to each other, customers call repeatedly asking, "Where's my technician?"
Customers call asking for ETAs when dispatch systems already have that information
Dispatchers waste time manually calling or texting customers with updates
Emergency situations and weather events create overwhelming call volume
Gladly integrates with your dispatch software to automate customer communication throughout the service journey. From appointment confirmations to technician en route notifications to job completion updates.
Automated appointment confirmations, reminders, and rescheduling requests without agent involvement.
Real-time technician location updates and ETA notifications pulled directly from your dispatch system.
Automated job completion confirmations, payment reminders, and follow-up satisfaction surveys.
Smart routing to dispatchers when customers need to reschedule or have complex requests.
Field service solution use cases
Automate appointment confirmations and appointment reminders
Gladly automatically sends appointment confirmations via SMS, email, or voice when jobs are scheduled in your dispatch system. Customers get reminders 24 hours and 2 hours before arrival, reducing no-shows.
Keep customers updated on technician location and arrival time
When your technician is dispatched, en route, or delayed, Gladly automatically pulls that information from your dispatch system and notifies the customer. No more 'where's my technician' calls.
Handle rescheduling and cancellations automatically with AI
When customers need to reschedule, Gladly checks your dispatch system for available time slots and books new appointments automatically. Complex requests get routed to dispatchers with full context.
Reduce "Where's my technician?" calls and emails by 70%
By automatically providing real-time updates throughout the service journey, Gladly drastically reduces inbound call volume. Customers stay informed without tying up your phone lines.
Scale during peak seasons and emergency situations
During AC season, winter storms, or emergency situations, call volume spikes. Gladly handles routine status inquiries automatically so your team can focus on urgent dispatch decisions.
“We leverage AI to take the burden off our agents and their workloads. Gladly allows our agents to focus on more complex, nuanced conversations or those that have more selling opportunities such as fit, sizing, and style and really connect with customers.”
Lauren Inman-Semerau
Former Head of Customer Experience, Rothy's
See how leading brands build
loyalty after the sale
Key features and benefits
Integrate with your dispatch software to automate customer communication, reduce status inquiries, and scale your operations.
Unified customer timeline
All communication with your customer in one place. Whether they called about scheduling, texted about ETA, or emailed about billing, your team sees the complete history across all channels.
Seamless integration with dispatch systems
Gladly pulls job information, technician location, appointment times, and service history directly from your dispatch platform.
Real-time customer updates
Gladly automatically sends appointment confirmations, technician en route notifications, delay alerts, and job completion messages based on dispatch system status changes.
Human backup when needed
When customers have complex requests or emergencies, Gladly routes them to the right dispatcher or customer service agent with complete conversation history and job context.
Real results from brands using Gladly
Reduce "Where is my technician?" calls
Automate status updates so customers stop calling for ETAs
44%
reduction in WISMO emails
Handle routine inquiries automatically
AI resolves appointment confirmations and status questions without agent involvement
59%
email resolution with AI
Reduce handle times for complex issues
AI speeds up complex cases by preparing context and automating repetitive steps.
45%
decrease in handle times
The CX platform built for lasting brand loyalty
Give your team the tools to deliver fast, personal support from purchase to product replacement. With full context and automation, every conversation builds trust and retention.
Deliver support that strengthens every customer relationship
See how consumer brands use AI and human service together to reduce returns, improve satisfaction, and create lifelong advocates.