Gladly Reviews & Pricing

Key Features

• Omnichannel Support: Deliver optimized services by seamlessly switching between channels without losing contextual information. 
  • Voice: Automate delivery of essential information to customers in bulk. Provides call controls like hold, mute, pause, transfer, conferencing and more. Uphold quality by maintaining call records, notes and dispositions. 
  • IVR: Empower callers to access FAQs, appointment timings, order statuses, loyalty points and more through automated, interactive voice response (IVR). Configure menu details and add personalized, brand-centric messages. Admins can view, edit and add IVR nodes and listen to recordings. 
  • Self-Service: Aid customers in resolving queries on their own by publishing answers to common, recurring questions. Create multilingual and localized solutions and embed a knowledge base directly into the website.
  • Text: Resolve customer issues at scale, and send promo codes and sale reminders. Target segmented groups to deliver personalized marketing campaigns. Use shortcodes to send mass messages. 
  • Chat: Connect with customers through the website via chat widgets. Prioritize customers and initiate automated conversations based on which landing pages customers interact with. Provides typing indicators, URL tracking, channel-specific reporting and more. 
  • In-App Support: Provide access to help within the app. Send push notifications when agents respond. 
  • Social Media: Connect with customers on social media platforms like Facebook, Twitter and Instagram. 
  • Email: Manage incoming and outgoing emails. Resolve issues quickly by sending automated, canned responses for FAQs. Add customized greetings, track critical metrics and deliver CSAT surveys and web forms.
• Unified Timeline: Personalize interactions by accessing each customer’s entire interaction history and activity across all channels in a centralized thread. View details like name, address, lifetime value, purchase history and preferences. 
• Routing: Assign suitable agents to customers based on their history, sentiment and situation. Prioritize cases based on urgency and automatically push agents to tend to crucial messages. Set parameters for transferring calls to another agent or switching to inbox. 
• Payments: Reduce cart abandonments by facilitating payments via messaging platforms. Deliver real-time updates to agents when customers fill in credit card details. 
• Task Management: Collaborate with teams, set reminders, schedule tasks and create to-do lists. Receive notifications to stay up to date with activities. 
• Integrations: Connect with CRMs, e-commerce platforms, productivity tools, payments solutions, chatbots and more. 
• Security: Provides AES-256 encryption, disaster recovery plan, intrusion detection systems, secure login credentials and credit card payments. GDPR, HIPAA, PCI and CCPA compliant.

Suite Support