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  • October 29, 2019
  • News

Gladly introduces chat functionality within its mobile application

Gladly is introducing a new capability that allows companies to offer live chat from within their branded mobile applications.

With this feature, consumers can now chat with customer support teams right from within a company’s native mobile app, without having to go to other places to get help.

By extending customer service to in-app chat, Gladly helps companies meet their customers where they are, while providing an additional way to get help quickly.

This new option is in addition to the communication channels that Gladly already supports through its modern customer service platform, including voice, email, chat, text, and social messaging.

Since mobile in-app chat leverages the same experience that agents use to communicate with customers via all other channels, agents can get up to speed quickly with no new software to learn. And, with Gladly, agents and customers engage in a single lifelong conversation, no matter the channel –– whether it starts via mobile in-app chat and moves to text message or starts via email and moves to the phone.

All the historical context of the conversation is in a single place so customers avoid having to repeat and recap their story and agents can pick up the conversation right where they left off.

Gladly’s in-app chat allows teams to:

  • Meet Customers Where They Are: Offer an easy way to engage with support for customers that are busy and on the move.
  • Chat vs. Talk: Give customers more options to reach out beyond the phone, and reduce costs for teams by moving customers to less expensive channels.
  • Implement Quickly: Integrate in days, not weeks, with mobile SDKs for iOS and Android that technical teams can easily work with.

“People want to get in touch quickly, on the platform that’s most convenient in that moment,” said Joseph Ansanelli, CEO and co-founder of Gladly. “Great brands attract customers, but only great customer service, that’s radically personal, keeps them loyal and coming back. The introduction of in-app chat furthers our vision of empowering companies to meet their customers where they are and deliver radically personal customer service for everyone.”

Built for the way people communicate today, Gladly enables agents to help customers in a meaningful and personalized way, a new approach to customer service that puts people first, every time.

For more information about this news, visit www.gladly.com.

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