Level 2 Sponsor
Gladly is a customer service platform that puts people at the heart of it, not tickets or cases. Today’s consumers are age 18 to 80, are always on and expect exceptional experiences. They believe companies should be on any channel and they expect you to know their history with you. Consumers communicate across many channels in their personal lives, and they expect to do the same with companies they do business with. They expect that when they talk to customer service, the person on the other side doesn’t forget who they are just because they switch from tweet to text or from email to phone. But today’s technology is largely ticket-based and thus, hasn’t enabled companies to effectively build strong relationships and have empathetic conversations, particularly across multiple channels. This is why we created Gladly. We believe legendary customer experiences are a result of how you make customers feel through the conversations you have with them. So we built a platform that puts customers at the heart of the experience. We built Gladly to empower customer service agents to engage with customers so they feel their best interests are at heart. The best service is about people talking to people. Because who wants to be treated like a case number? With Gladly, customers are immediately recognized and valued. Unlike legacy systems, Gladly is customer centric so the customer gets routed as a whole person, not a message or a ticket or a case. That way the customer and the conversation are never separated. By enabling B2C companies to focus on people talking to people, Gladly powers a lifetime of naturally productive conversations across any channel - from phone, email, text, chat and even on social media. Our modern, simple messaging interface lets agents start work in minutes, while innovative methods of routing and queuing make managing big teams as simple as sending a text message. Real-time analytics amplify the voice of the customer and reveal how conversational topics are trending over time. With Gladly, agents are empowered to be more efficient, customers feel known and cared for every time, and companies increase revenue, competitive differentiation and build brand loyalty through consistently positive experiences fit for the 21st century consumer. Gladly is based in San Francisco and funded by Greylock Partners, GGV Capital and NEA. Learn more at https://www.gladly.com/.