The most enjoyable thing about Gladly is its ability to provide me with a complete account of the interactions of a customer. I apply it regularly in the retail support to handle the questions in a variety of channels such as email, chat, and social. The features also enable me to review previous discussions, assign tickets to other teammates, and make follow ups with ease.

My favorite aspect of Gladly is that it allows me to monitor all the interactions with customers using its tools to provide the individual response each time. I can view past messages, notes and preferences all together. The daily usage will enable the team to reply to emails, calls and chats without losing context. This is made easier with threading, tagging and reminders that enable the follow ups to be managed and a hassle free and careful experience to be enjoyed by all customers.

As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The best part I like about them is their “People-centered” model. You do not have a ticket number; you just have a lifetime conversation thread about that customer. This is very much helpful from a data perspective because the context window of the AI is always clear. The Gladly Sidekick (AI) is extremely powerful. This is not a simple chatbot, it employs the power of Generative AI and RAG (Retrieval-Augmented Generation) to read our "Guides" and provide very human-like responses. You have a great ML logic for your feature where "People Match"—it routes the customer to only the best agent based on their query and loyalty status, not just who’s free. The integration with Shopify and other backends is also great, plus the AI can actually handle tasks like refund processing or package tracking rather than only "deflect" the user.