Gladly Helps Brands Build Empathetic Conversations By Putting the Customer at the Center of Every Interaction

Gladly, a company that’s reinventing customer service for B2C brands, has been named a Cool Vendor in Gartner’s May 17, 2019 Cool Vendors in CRM Customer Service and Support report.

At Gladly, we believe that we are helping brands communicate with their customers seamlessly across all channels, from voice to email and SMS, as well as chat and social messaging. Gladly is designed to look and feel like modern-day messaging apps, with the customer on one side and the agent on the other, so that all communications channels can be easily be used and viewed in a single place for customer service agents.In the market today, we see an increased demand to bring the focus back on customers, and companies are realizing that in order to win, they need to understand who their customer is, and be where they are to deliver them service that exceeds their expectations.

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Consumers today want to quickly get answers whether that’s on their own or talking to a knowledgeable customer service agent. And they want companies to meet them where they already are – on any channel. Customers who need help aren’t reaching out to customer service via a single channel anymore — they’re calling, emailing, chatting, texting, using Facebook or Twitter, and switching between these channels interchangeably, even as they’re talking about the same issue. And more and more, they also expect companies to reach out proactively to help them resolve issues instantly. Legacy customer service platforms can’t keep up with this new way of communication. With legacy technology, each time a customer reaches out, they’re issued a new ‘ticket,’ and it’s difficult for an agent, in real-time, to see the history of the conversation, in addition to making the customer feel like just another number.

We know that consumers today send multiple messages across multiple channels whether they are angry or not. They want the customer service agents they interact with to know the history of their conversations, no matter what channel they were on. They want answers fast and expect service to be as instant as calling a car or getting dinner delivered.

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Designed with the customer at the center, Gladly’s customer service platform empowers companies to have seamless conversations across any channel without their customers having to repeat themselves. Leading B2C companies have seen the impact that Gladly has on their customer experience. Gladly customers are able to:

• Exceed customer expectations by meeting them where they are, on any channel — from voice and email to text, chat, and social messaging
• Build relationships that drive revenue and repeat customers, at scale
• Better manage resources by improving the efficiency and productivity of their team, reducing cost and empowering customers to find answers themselves through smarter self-service
• Deliver personalized service at scale that shows customers they know them

“In today’s era of on-demand service and same-day delivery, companies today realize that the way forward to driving revenue and standing apart from their competitors lies in building enduring, long-lasting relationships with their customers. By helping companies deliver the kind of customer experience that exceeds even the highest expectations of consumers today, we think that Gladly is driving the future of service,” Joseph Ansanelli, CEO of Gladly, explains. “We believe we are changing the legacy paradigm, and we’re thrilled to be acknowledged by Gartner as a 2019 Cool Vendor in CRM Customer Service and Support.”

Companies like JetBlue and TUMI are working with Gladly to help put the customer back at the center of service, with a platform that allows customers and customer service agents to communicate across any channel, seamlessly. “An empathetic, human-to-human interaction is so fundamental to the TUMI brand and ultimately an extension of the products we provide,” Charlie Cole, TUMI’s Chief Digital Officer explains. “So many times, companies talk about customer experience but don’t provide the structure or tools to truly empower it. Gladly is exactly that: a partner that puts the customer at the center of all customer service – instead of seeing them as a case or ticket number.”

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