Gladly

Gladly

Cloud-based customer service platform for B2C companies

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Gladly - Présentation

Gladly is a contact center management solution offered by U.S. based vendor, Gladly Software, Inc. The cloud-based solution is used by various B2C companies across multiple industries including eCommerce, retail, hospitality, travel, insurance, and financial services. Gladly centralizes all the interactions between an organization and its customers and helps businesses to reduce dependence on a single agent to answer any client queries.

Gladly helps businesses recognize customers by integrating client conversations that take place across various channels such as email, SMS, voice, social media, and chat. Access to the entire conversation history enables any customer service agent to resume interactions with a client from the same point where a conversation was previously ended with another agent.

Routing and queuing features help to transfer clients to the right customer service agent, who can collaborate with other colleagues to resolve customer queries in minimal time. The solution allows multiple agents to work in parallel to pick different tasks, resolve problems, and answer calls. The software also helps to track operating metrics such as email response times, call times, hold times, and topics of conversation. The tool has a user-friendly interface that helps in quick training of the agents. Gladly is backed by venture capital firms NEA and Greylock.

Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Abonnement

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Canada, États-Unis

Langues

anglais

Gladly - Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Abonnement

Contact Gladly for pricing details.

Gladly - Fonctionnalités

  • API
  • Chat
  • Communication multicanal
  • Intégration des médias sociaux

  • Base de connaissances
  • Enquêtes et feedback
  • Gestion des billets
  • Gestion des flux de travail
  • Historique des contacts
  • Hiérarchisation
  • Intégration CRM
  • Intégration de tiers
  • Intégration des e-mails
  • Messagerie instantanée
  • Monitoring
  • Notifications automatiques
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Surveillance en temps réel
  • Tableau de bord d'activités

Plus d'informations sur Gladly

Gladly - Principales fonctionnalités

  • Automated routing
  • Call center management
  • Call routing
  • Chat functionality
  • Chat transcript
  • Customer analysis
  • Customer complaint tracking
  • Customer database
  • Customer support tracking
  • Help desk management
  • IVR / Voice recognition
  • Inbox management
  • Issue management
  • Problem management
  • Productivity reporting
  • Queue manager
  • Request routing
  • Routing options
  • SMS integration
  • Service level management
  • Social media integration
  • Voice mail

Avantages

• Gladly improves the efficiency and productivity of customer service agents by letting them view entire customer conversations across multiple channels including email, voice, chat, tweet or text while attending calls.

• The solution lets agents use customer names to view detailed records of communication and does not track customer interactions by generating a case number for each conversation.

• Gladly uses key metrics such as service level agreements and response times to generate real-time insights and provide visibility on agent productivity.

• The software offers an easy-to-use interface that allows agents to collaborate with colleagues to solve customer problems.

• Gladly’s contact center uses conversation data to recognize customers quickly and route them to the right agent.

Gladly - FAQ

Voici quelques-unes des questions fréquentes sur Gladly.

Q. Quels sont les types de licence disponibles pour Gladly ?

Types de licences disponibles pour Gladly :

Type de licence: Abonnement

version d'essai gratuite: Disponible

Contact Gladly for pricing details.

Q. Quelles sont les principales fonctionnalités du logiciel Gladly ?

Fonctionnalités du logiciel Gladly :

  • Automated routing
  • Call center management
  • Call routing
  • Chat functionality
  • Chat transcript
  • Customer analysis
  • Customer complaint tracking
  • Customer database
  • Customer support tracking
  • Help desk management
  • IVR / Voice recognition
  • Inbox management
  • Issue management
  • Problem management
  • Productivity reporting
  • Queue manager
  • Request routing
  • Routing options
  • SMS integration
  • Service level management
  • Social media integration
  • Voice mail

Q. Qui utilise Gladly ?

Utilisateurs habituels du logiciel Gladly :

Grandes entreprises, Entreprises de taille moyenne

Q. Dans quelles langues Gladly est-il disponible ?

Langues dans lesquelles Gladly est disponible :

anglais

Q. Quels sont les types de licence disponibles pour Gladly ?

Types de licences disponibles pour Gladly:

Abonnement

Q. Gladly prend-il en charge les appareils mobiles ?

Nous n'avons pas d'informations sur les appareils pris en charge par Gladly.

Q. Avec quelles applications Gladly peut-il s'intégrer ?

Nous n'avons pas d'informations sur les intégrations offertes par Gladly.

Q. Quelles sont les ressources d'aide disponibles pour Gladly ?

Ressources d'aide disponibles pour Gladly :

Support en ligne, Support téléphonique