Crate and Barrel is first to deploy Payments to agents

Gladly, the company that makes customer service Radically Personal, introduced Payments for messaging channels. National furniture retailer Crate and Barrel is the first Gladly customer to leverage Payments to generate revenue from the call center. According to The Temkin Group, a moderate improvement in customer experience will increase revenue by an average of $823 million over three years for a company with $1 billion in annual revenue. With Payments, Gladly customers are empowered to provide exceptional, personalized service that drives revenue and enables their customers to securely complete transactions on messaging channels.

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Payments is built into Gladly’s customer service platform, which puts people at the center of a lifelong conversation. Gladly helps brands shift the contact center into a revenue generator by creating Radically Personal customer service experiences. Benefits include:

• Easy Digital Payments – Agents securely accept credit card information from customers digitally – they’re not transferred to voice to complete the process. Payments allows customers to complete the checkout where they want, resulting in less abandoned baskets, increased sales, and improved satisfaction

• Turning Agents into Natural Sellers – Gladly arms agents with the context, history, and details they need to provide a personalized customer service experience. With rich customer information like past purchases and preferences all in a single-view, agents create thoughtful and authentic product recommendations. Agents can also proactively send messages to customers at the right time – if they spend time on the website, for example, agents can help guide them to the cart and complete their purchase.

• Concierge Program – Companies can assign high-value customers to dedicated agents to drive deeper, long-lasting relationships that go beyond the transaction. By matching customers to the subject-matter experts best able to help, brands increase sales and drive lifelong customer relationships.

According to Deloitte, positive customer experiences can reduce costs of serving customers by up to 33 percent. Gladly’s 2020 Customer Expectations Report revealed 84 percent of customers go out of their way to spend more money for great experiences. Rethinking the contact center as a revenue generator presents new opportunities for growth.

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Since implementing Gladly, customers have seen an increase of over 10 percent in customer service-generated revenue.

“Customer service agents are on the front lines of the brand experience, and companies like Crate and Barrel are on the forefront of empowering agents to drive revenue” said Joseph Ansanelli, CEO and co-founder of Gladly. “Now more than ever, customers want agents that are product experts and empowered problem solvers. Gladly makes it easy for our customers with the tools and mindset to turn their customer service department into a revenue generator.”

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