Gladly improves workflow and efficiency.
What do you like best?
Most of our comms, both internally and externally, are now all in one place.
Answers are streamlined to specific types of interactions.
Tasks are easy to assign and complete.
It is easy to follow up on interactions using links.
We can easily copy links to interactions and use those within our order processing system for reference.
We can pin interactions to other customers. For our use that means we can interact with a provider in regards to a customer and pin that interaction so it also shows up on the customer's record.
Customers are easily linked to our ordering system with links to Gladly profiles via our system and visa versa.
What do you dislike?
I cannot think of anything that I would consider unhelpful. The only downside to consider is that migrating over to a new system can be hard for any organization! Gladly, however, made this pretty seamless with their training options and support!
What problems are you solving with the product? What benefits have you realized?
We have streamlined communications internally and externally, making it easier to get department-specific tasks assigned and completed all within the customer's communication center.
Answers are simplified, so it is easier than ever to find the correct information to pass on to our customers, formatted for any interaction we may be using. This formatting is key to efficiency and proper communication; there is a much different tone depending on the customer's type of interaction.
Gladly allows us to reach out proactively to customers who have pending information we still need to complete their order. We have found proactive communication appreciated by both our customers and our customer experience team.
