Gladly Sidekick

Customer support

Custom support for inquiries and issues.

About Gladly Sidekick

Gladly introduces a game-changing AI and automation tool called Sidekick, designed to transform customer service with personalized self-service capabilities. Sidekick complements Gladly Hero, the platform dedicated to agent-assisted customer service. The development of Sidekick followed the acquisition of Thankful, an AI and automation solution focused on enhancing customer self-service. This strategic move has allowed Gladly to elevate AI and automation within the realm of customer service. Unlike other AI solutions that lack a customer-centric approach, Sidekick prioritizes engaging and nurturing customers rather than just deflecting their queries.Recognizing the importance of tailoring AI to a brand's individual needs, voice, and content to prevent customer frustration, Sidekick aims to deliver a seamless and caring experience. By leveraging generative AI and no-code automation, Sidekick offers personalized customer self-service through Self Service Threads, going beyond basic inquiries to handle transactions like returns and exchanges efficiently.The ultimate goal of Sidekick is to resolve customer issues proactively, ensuring a positive customer experience rather than merely reacting to problems. Real-world applications of Sidekick include Crate & Barrel streamlining return and exchange processes and matching customers with the most suitable service agents in real-time.By empowering customers to handle basic tasks and inquiries independently, Bombas has successfully reduced the workload on their Customer Happiness Team. Gladly's overarching mission is to enable businesses to provide deeply personalized experiences with the customer at the core of every interaction. Sidekick exemplifies this commitment through investments in generative AI and the acquisition of Thankful.

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