I have been serving as Senior IT Manager during the last 10 years and do use numerous tools such as Zendesk and Salesforce. But Gladly works differently since they are not depending on the amount of tickets. In fact, this is the best thing my team would like. The problem present in my company was that we needed a tool wherein my support agents can view the entire history of the customers on a single page. Whether the customer mailed one on yesterday, or they chat or phone today, everything is on one track. In my case as an IT head the integration part was quite simple. We have it concatenated with our shopify, as well as with our warehouse management system. It got online not very quickly, perhaps a matter of few weeks. It has a very clean interface as opposed to the old softwares which appear so complex. My agents trained only 2 days and were using it. This spared me a lot of time and effort.

In my case, the most interesting aspect of the software is that it eliminates the possibility of information falling through the cracks. I have access to the discussion with each of the customers and what needs to be addressed. The quantity of features justifies the ability to make various kinds of inquiries and keep their status effectively. It will allow me to minimize errors, ensure a happy customer base, and make my task during the day more structured.

As a Cloud Engineer I have to see how our systems are talking to the CX platform. The "Customer Timeline" is very impressive. If a customer sends an email, then calls, then WhatsApp message it is all one single scrollable timeline. No need to merge tickets and look for old history. It saves so much time for our agents and on the backend side, the integration with the API is very clean. The "Customer AI" is also very smart - the bot actually knows what the customer wants rather than just giving generic bot replies.