Gladly + Thankful are teaming up so you can leverage the best of AI automation to handle repetitive, transactional customer requests allowing your agents to focus on your high-value customer interactions.
It is no secret that over 50% of your customers contact your agents daily with common requests such as, "where is my order?" As these requests continue to pile up, your customers still expect fast, personalized service. To meet their standards, you'll need to equip your team with the tools to maintain the level of support your customers expect and deserve.
For those reasons, we're excited to officially announce our Gladly + Thankful partnership.
Working Together to Deliver Fast, Meaningful Experiences
Our partnership will not only make your customers happy, but your agents will thank you as well. By joining forces, you will get the best of AI automation services while continuing to allow your team to operate within a customer service platform that empowers your agents to place people at the heart of your conversations.
Free Up Your Heroes to Do What They Do Best
Unlike traditional bot services, Thankful’s AI automation provides human-like service that will have your customers thinking it's a human on the other end. It can resolve over 50+ common customer requests, freeing up your agents to focus on high-value interactions and deliver radically personal customer service experiences. Gladly’s customer service platform provides agents a complete view of the customer, including past and present conversations. This lifetime view of the customer's conversation includes anything handled by Thankful, allowing your agents to seamlessly pick the conversation up right where it left off. Your customers will never have to recap or repeat themselves. With the help of AI automation, your agents are able to focus on building relationships, boosting brand loyalty, and driving revenue within the contact center.
Radically Scale Your Ability to Support More with Less
Freeing up service heroes to focus on high-value customer interactions such as finalizing a sale or de-escalating customer frustration is just the tip of the iceberg. Incorporating AI automation into your customer service experience results in an increased ability to support more inbound customer requests while also reducing wait times. With around-the-clock AI automation support, you're able to help your customers resolve common inquiries at any time of the day, seven days a week, allowing your agents to quickly address the more complex and pressing issues faster than ever before.
Expand Your Ability Handle Spikes and Seasons Support
Scaling your customer service capacity through automation not only helps your team do more with less, but it also prepares your team for the turbulent, unforeseen events that occur daily and seasonally within the contact center. While you're doing your best to staff the contact center to meet the demands of your customers, sometimes it’s not enough to manage a large influx in inbound inquiries due to an unexpected product defect or a better-than-expected appetite for your newest promotion. Leveraging AI automation to mitigate these spikes or even help with seasonal support needs provides your contact center more elasticity to ensure you're always prepared for anything without the costs associated with overstaffing or seasonal hires.
How it Works
The Gladly + Thankful integration allows you to use AI automation across your text channels like email, chat, in-app, and SMS. You have complete control of what types of customer requests you want Thankful to handle. Everything else will be assigned directly to your agents in Gladly.
Once Thankful is up and running, it will act as an extension of your team within Gladly. Every interaction is logged within the customer’s lifeline conversation timeline so your agents always have context of past and present conversation. A single conversational thread gives your agents a quick and easy way to reference conversations from the past and keep the conversation personal.
If a customer starts a conversation with Thankful and follows up with something more complex or a request that requires the assistance of an agent, Thankful will add a note and assign the conversation to the next available agent.
To help save your agent time from tedious work, Thankful is even able to auto-apply a topic within Gladly based on the context of the conversation – as seen in the image above.