When someone spends good money on fine pieces, they expect premium service. The best thing about Gladly is that it groups everything by the person, not by a case number. If a client messages us on Instagram and then sends an email the next day, my team sees it all in one single chat screen right next to their past purchases. The AI is actually smart enough to handle the basic questions like finding tracking numbers or explaining return policies.

The main thing I love about Gladly is that it has helped to organize a once unstructured customer service process. It's reduced double or triple handling, and made it easier to keep track of conversations. There are lots of features that have helped streamline our support processes and organise our customer conversations. And I appreciate increased cooperation between agents. This has had an impact on efficiency and the ability to better manage support tasks.

The fact that it emphasizes on the people and not ticket numbers is the best. In software such as Zendesk or Freshdesk, it is all handled using ticket numbers. But in Gladly it is all customer-focused. The entire chat, email, SMS and calls history of a customer can be viewed in one location by my team. This simplifies the working process since the agents do not need to pose the same questions more than once. Another feature I greatly appreciated as an IT Manager was its ability to integrate with our Shopify store and internal systems. The design is contemporary and clean thus the agents will be comfortable with it throughout the day.