Drive efficiency in your contact center
Give agents a complete view of the customer across every channel to deliver personalized service at scale.
Maximize workload capacity
Match your customers to the best-fit service agent to eliminate agent collision, reduce transfers between agents, and close conversations with fewer exchanges.
20% increase in service agent work capacity
Boost agent productivity
A complete view of the customer means your service agents no longer ask customers for information they should already know, while short-cut tools, like auto-complete, help them save time and increase their velocity.
20% increase in service agent productivity
Optimize for cost-efficient channels
Quickly implement a multi-channel customer service approach that helps you maximize the use of cost-efficient channels and minimize telephony costs.
40% decrease in costs by consolidating your technology stack
Drive operational efficiency
Help your agents boost productivity across every channel.
Consolidate contacts into a customer conversation
Attribute contacts directly to the customer to give agents full conversational context and eliminate the possibility of multiple service agents helping the same customer.
Match customers to the best service agent
Match customers to the service agent with the skillsets fit to fulfill the request to minimize agent transfers and close conversations with fewer exchanges.
Help customers help themselves
Provide a diverse set of self-service options, via phone, web, and in-application, that allow customers to get answers to common questions, allowing your service agents to help customers with more complex issues.
Auto-respond to simple requests
Create rules that automatically send out-of-the-box responses to customers based on the context of their message, allowing your service agents to help customers with more complex issues.
Eliminate the recap and repeats
Avoid wasting time on recap and repeats with an all-in-one view of the customer allowing service agents to quickly know who they're talking to and gain context of past conversations.
Streamline repetitive work
Utilize short-cut tools like automated tasks, pre-set signatures, and out-of-the-box answers that help your service agents cut down on repetitive work and increase their velocity.
Get service agents trained quickly
Introduce an intuitive platform that mimics traditional messaging software to get your service agents up and running in just hours, helping you reduce your cost of training.
Concurrent messaging in a single pane of glass
Make it easy for service agents to help multiple customers concurrently with a solution that has all channels natively built-in.
Meet customers on cost-efficient channels
Minimize your telephony costs by optimizing your channel mix with cost-efficient channels like SMS, chat, and social messaging.
Use trending topics to drive self-service content
Track trending topics to tailor your knowledge base content towards common questions that customers can self-serve, allowing your service agents to help customers with more complex issues.
What’s your CX maturity?
In less than five minutes, evaluate your performance across four vital areas of customer experience and get practical tips you can apply today.
Check out our resources to start thinking radically personal
Explore Gladly customer service | AI-powered, ticket-free CX
The Gladly CX platform unifies automation, customer context, and real-time insights—so support teams can deliver faster, more personal service at scale.
Explore Gladly customer service | AI-powered, ticket-free CX
The Gladly CX platform unifies automation, customer context, and real-time insights—so support teams can deliver faster, more personal service at scale.
Explore Gladly customer service | AI-powered, ticket-free CX
The Gladly CX platform unifies automation, customer context, and real-time insights—so support teams can deliver faster, more personal service at scale.