Real-time dashboards: Monitor day-to-day contact center activities, including agent activity and trending topics across all channels. The platform offers several other features, such as an interactive self-service portal, proactive chat messages, auto-complete, and a conversation timeline that help improve workflows and customer satisfaction levels. Gladly’s call routing feature automatically assigns customer queries to the relevant agent or department, depending upon their history, urgency, or needs. The software facilitates client conversations across multiple communication channels, including text messages, email, voice calls, and social media networks. Gladly is an online customer service platform that enables businesses to personalize customer interaction and improve agent productivity. Gladly: Offers intelligent routing for customer queries Integrated ticketing: Converts email and social inquiries into tickets.Ĭustomer support options: Phone, email, chat, knowledge base 2. Knowledge base support: Offers a repository of articles that can be used by customers to find answers to their issues. Ticket trend report: Analyzes ticket trends, such as the number of tickets received, resolved, and unresolved to help agents understand the ticket flow. Ticket dispatch: Categorizes and routes tickets to the right department/agents using predefined rules
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