Email
Natively built-in email support
Manage all inbound and outbound emails with a best-in-class customer service email solution that ties every conversation to people, not separate tickets or cases.
Never lose the thread
No need to convert emails into trackable tickets. Gladly goes beyond ticketing software and instead, emails, along with text messages, Facebook messages and even voice messages are all kept in a single view of the customer.
Proactive email
Scale customer communications, like announcements, confirmations, and surveys with bulk email. Send standardized email messages to specific customer segments to proactively avoid issues and reengage dissatisfied customers.
Replies made easy
A robust answers knowledge base makes it easy to respond to frequently asked questions with standardized answers so your agents avoid writing lengthy email replies.
Personal, yet productive
Leverage emojis, different font colors and auto responses to keep your agents not only productive and engaged with your customers but empowers them to show their personality.
Key features
Manage all inbound and outbound emails with a fully-integrated email management solution.
Answers knowledge base
Leverage a single knowledge base to populate and send pre-defined answers that are specifically relevant to email inquiries — this means a more lengthy response than you'd send for an issue that comes through text.
Quicker responses
Use Auto Complete, Auto Reply, Auto Capitalization and other formatting features to let agents spend more time on more difficult responses.
CSAT surveys
Enable CSAT ratings so that customers can receive satisfaction surveys via email shortly after their issue was resolved to help you make improvements where needed.
Reporting
Track key performance indicators to monitor the progress of business objectives like improving response times via email and identify when and how to pivot.
Email notifications
Notify your customers with a simple confirmation email to let them know you received their message and help is on the way.
Custom greetings and signatures
Leverage custom greetings and signatures to make emails personalized to the individual customer, while also remaining true to your corporate branding and messaging.
Enhanced personalization
Show your personality with different fonts, font colors, emojis and a ton more composition features that make agent lives easier (and more fun!).
Email forwarding
For those times you need outside help to answer a question, forward emails to both Gladly and non-Gladly users, for a little outside perspective.
Web forms
If your website supports forms, collect customer issues through templated forms and respond as if you would via email.
Junk inboxes
Create a "Junk Inbox" in Gladly to combat spam and messages from unwanted senders.
"You can monitor a customer's status, their overall brand relationship, their lifetime value, all their chats, any reservations, and so much more on a single screen."
User in Entertainment
Check out our resources to start thinking radically personal
Text message
With customer service texting support, Gladly allows agents to meet customers on their favorite on-the-go channel. Learn more.
Customer service AI
Gladly’s customer service AI speeds up resolutions, reduces handle times, and transforms automated support into personal experiences, boosting efficiency.
Social features
Gladly offers built-in social support, so CX teams can meet customers on the social platform of their choice, including Instagram, Twitter, Facebook and more.