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TMCNet:  Gladly Named a 2019 Cool Vendor in CRM Customer Service and Support by Gartner

[June 25, 2019]

Gladly Named a 2019 Cool Vendor in CRM Customer Service and Support by Gartner

Gladly, a company that's reinventing customer service for B2C brands, has been named a Cool Vendor in Gartner's (News - Alert) May 17, 2019 Cool Vendors in CRM Customer Service and Support report.

At Gladly, we believe that we are helping brands communicate with their customers seamlessly across all channels, from voice to email and SMS, as well as chat and social messaging. Gladly is designed to look and feel like modern-day messaging apps, with the customer on one side and the agent on the other, so that all communications channels can be easily be used and viewed in a single place for customer service agents.

In the market today, we see an increased demand to bring the focus back on customers, and companies are realizing that in order to win, they need to understand who their customer is, and be where they are to deliver them service that exceeds their expectations.

Consumers today want to quickly get answers whether that's on their own or talking to a knowledgeable customer service agent. And they want companies to meet them where they already are - on any channel. Customers who need help aren't reaching out to customer service via a single channel anymore - they're calling, emailing, chatting, texting, using Facebook (News - Alert) or Twitter, and switching between these channels interchangeably, even as they're talking about the same issue. And more and more, they also expect companies to reach out proactively to help them resolve issues instantly. Legacy customer service platforms can't keep up with this new way of communication. With legacy technology, each time a customer reaches out, they're issued a new 'ticket,' and it's difficult for an agent, in real-time, to see the history of the conversation, in addition to making the customer feel like just another number.

We know that consumers today send multiple messages across multiple channels whether they are angry or not. They want the customer service agents they interact with to know the history of their conversations, no matter what channel they were on. They want answers fast and expect service to be as instant as calling a car or getting dinner delivered.

Designed with the customer at the center, Gladly's customer service platform empowers companies to have eamless conversations across any channel without their customers having to repeat themselves. Leading B2C companies have seen the impact that Gladly has on their customer experience. Gladly customers are able to:

  • Exceed customer expectations by meeting them where they are, on any channel - from voice and email to text, chat, and social messaging
  • Build relationships that drive revenue and repeat customers, at scale
  • Better manage resources by improving the efficiency and productivity of their team, reducing cost and empowering customers to find answers themselves through smarter self-service
  • Deliver personalized service at scale that shows customers they know them

"In today's era of on-demand service and same-day delivery, companies today realize that the way forward to driving revenue and standing apart from their competitors lies in building enduring, long-lasting relationships with their customers. By helping companies deliver the kind of customer experience that exceeds even the highest expectations of consumers today, we think that Gladly is driving the future of service," Joseph Ansanelli, CEO of Gladly, explains. "We believe we are changing the legacy paradigm, and we're thrilled to be acknowledged by Gartner as a 2019 Cool Vendor in CRM Customer Service and Support."

Companies like JetBlue and TUMI are working with Gladly to help put the customer back at the center of service, with a platform that allows customers and customer service agents to communicate across any channel, seamlessly. "An empathetic, human-to-human interaction is so fundamental to the TUMI brand and ultimately an extension of the products we provide," Charlie Cole, TUMI's Chief Digital Officer explains. "So many times, companies talk about customer experience but don't provide the structure or tools to truly empower it. Gladly is exactly that: a partner that puts the customer at the center of all customer service - instead of seeing them as a case or ticket number."

Gladly's approach is receiving attention. The company recently won the RTech CEO Forum Innovation Award, a program designed to connect retailers with companies enabling the future. Last year, it received two Stevie Awards. And in the past year, Gladly has seen tremendous growth, working with some of the most customer-centric companies in the world, like JetBlue, Godiva, and TUMI.

Learn more about the report here.

Gartner, Cool Vendors in CRM Customer Service and Support, Jim Robinson, et al., 17 May 2019

Gartner Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Gladly

Gladly is reinventing customer service with a platform that enables B2C companies to focus on people talking to people throughout a lifetime of naturally productive conversations. With Gladly, customers are at the center, and brands can arm them to get answers themselves, as well as communicate with their customers seamlessly across any channel from voice, email, messaging, chat, and social messaging. Agents are empowered, customers feel known, and companies build love and loyalty through consistently positive experiences. Headquartered in San Francisco, Gladly was recently named a Gartner Cool Vendor in Customer Service and won the Retail Industry Leaders Association (RILA) award for Innovation as well as a Stevie Award for their work with JetBlue on Innovation in Customer Service.


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