Gladly

Provides agents with real-time suggested responses and knowledge base articles to resolve issues faster.

AI analyzes customer sentiment during conversations to alert agents of escalation risks.

Provides agents with a unified interface to manage conversations, customer data, and tools without switching applications.

Perform batch actions on multiple conversations such as reassignment or status updates.

Pre-written response templates for common customer inquiries to increase agent efficiency.

Native iOS and Android apps allowing agents to manage support conversations on-the-go.

Create custom workflows to automate repetitive tasks and route conversations based on business logic.

Create and deploy AI chatbots to handle common inquiries without human agent involvement.

Intelligently routes conversations across channels to balance workload and maximize efficiency.

Queue messages to be sent at optimal times for improved customer engagement.

Automatically assigns conversations to the best-suited agent based on skills and availability.

Full email management with threading, forwarding, and bulk email capabilities.

Securely share files and documents with customers within the chat interface.

Enables customers to reach support via email, SMS, web chat, Facebook, Instagram, Twitter, and WhatsApp.

Integrate phone calls with customer records and manage voice interactions alongside digital channels.

Generate compliance documentation for regulatory requirements like GDPR and CCPA.

Displays complete customer interaction history including purchases, previous support tickets, and preferences.

Consolidates all customer communications from email, chat, social media, and phone into a single view.

Customers can request a callback instead of waiting in queue, reducing support volume.

Self-service portal allowing customers to track support tickets and access knowledge articles.

Create custom data fields to capture and store business-specific customer information.

Automatically records and stores all customer conversations for compliance and training purposes.

Create and maintain a searchable repository of articles and resources for agents and customers.

Comprehensive REST and GraphQL APIs for custom integrations and data synchronization.

Send real-time event notifications to external systems when conversations or customer data change.

Support for 50+ languages with automatic translation and multilingual agent assignment.

Provides managers with tools to listen to calls, review chats, and provide feedback to agents.

Schedule and manage agent availability across multiple time zones and shifts.

Built-in QA module to score interactions against customizable criteria and identify training needs.

Quickly search through all historical conversations using full-text search capabilities.

Automatically categorize and tag conversations for better organization and reporting.

Set granular permissions for different user roles to control data and feature access.

Adds an extra security layer requiring a second authentication method for user login.

Allows agents to internally message and collaborate on complex customer issues in real-time.