How to Build Your Own Gladly

Track individual agent metrics including response time, resolution rate, and customer satisfaction.

Analyze conversation patterns to identify common issues and improvement opportunities.

AI-calculated scores indicating customer satisfaction and risk of churn.

Automatically sends post-interaction surveys to measure customer satisfaction and gather feedback.

Create dynamic customer segments based on behavior, demographics, and interaction history.

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.

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.

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.

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.

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.

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.