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Gladly's new AI and automation platform, Sidekick, revolutionizes customer service by enabling personalized self-service. Sidekick works together with Gladly Hero, their people-centered platform for agent-assisted customer service.

The platform was developed after acquiring Thankful, an AI and automation solution for customer self-service. This acquisition has allowed Gladly to bring AI and automation to the forefront of customer service.Unlike AI solutions lacking a deep customer focus, Sidekick aims to engage and care for customers rather than deflecting them.

It recognizes that AI needs to be applied with an understanding of a brand's unique needs, voice, and content to avoid frustrating customers. Gladly believes that to build customer loyalty, customer service must be both people-centered and AI-powered.Sidekick utilizes generative AI and no-code automation to provide scaled and personalized customer self-service through Self Service Threads.

It goes beyond answering common customer service questions and can execute transactions like managing returns or processing exchanges. Sidekick aims to resolve customer issues rather than just responding to them, ensuring a smooth and positive experience.Real-life examples of Sidekick's application include Crate & Barrel streamlining routine requests like returns or exchanges and matching customers to specific service agents based on live context.

Bombas reduces the workload on their Customer Happiness Team by enabling customers to self-service basic tasks and questions.Gladly's mission is to empower businesses to deliver radically personal experiences, putting the customer at the center of everything they do.

With investments in generative AI and the acquisition of Thankful, Sidekick embodies their commitment to this mission.

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July 15, 2023

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Initial release of Gladly Sidekick.

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Pros and Cons

Pros

Personalized self-service

Works with Gladly Hero

No-code automation

Executes transactions

Customer issue resolution

Streamlines routine tasks

Matches customers to agents

Reduces agent workload

Integration with Thankful

Self Service Threads

People-centered platform

Agent efficiency improvement

Improves agent writing responses

Unifies self-service and direct service

Personalization without breaking budget

Produces loyal brand advocates

Real-time conversation summary

Decreases customer-agent interaction

Empowers businesses for personal experiences

Helps customers self-help

Ensures maintenance of brand voice

Increases average order values

Boosts frequency of purchases

Facilitates business growth

Partners since 2020

Streamlined agent response system

Introduced due to Thankful acquisition

View 22 more pros

Cons

No multilingual support

Limited transactions automation

Requires high brand-voice understanding

No proactive customer engagement

Relies heavily on pre-existing data

Brand-specific customization required

Unspecified scalability capabilities

View 2 more cons

Q&A

What is Gladly Sidekick?

Gladly Sidekick is a new AI and automation platform developed by Gladly. This platform enhances customer service by providing customized self-service. It was developed as a result of Gladly's acquisition of Thankful, a prominent AI and automation solution for customer self-service. Sidekick works collaboratively with Gladly Hero, their people-centered platform for agent-aided customer service.

How does AI automation factor into the functionality of Gladly Sidekick?

AI and automation are at the heart of Gladly Sidekick's functionality. The platform employs generative AI and no-code automation to offer scaled and personalized customer self-service through Self Service Threads. It not only answers common customer service queries but also carries out transactions. Sidekick's utilization of AI and automation goes further by resolving customer issues, rather than only responding to them, ensuring a seamless and positive customer experience.

Can Gladly Sidekick manage transactions such as handling returns or exchanges?

Yes, Gladly Sidekick can manage transactions such as handling returns or exchanges. Going beyond simple answering of customer service questions, it executes transactions in a manner which is personalized, ensuring a smooth experience for the customers.

How does Gladly Sidekick differ from other AI customer service solutions?

Gladly Sidekick is designed with the intent to engage and care for customers, not to deflect them, which sets it apart from other AI customer service solutions. It acknowledges the importance of applying AI with a deep understanding of a brand's unique needs, voice, and content. Companies can control the customer experience as it's not a black-box AI solution; it's based on the brand's specific information, conversation history, customer service answers, and overall customer experience playbook.

What type of AI technology powers Gladly Sidekick?

Gladly Sidekick is powered by generative AI technology. This aspect of AI is capable of producing new, original content that aligns with the learned patterns. It enables personalized customer self-service and equips the platform to do more than just responding to basic inquiries, extending to managing transactions like returns and exchanges.

Is Gladly Sidekick suitable for any business size or type?

Gladly has designed Sidekick to operate across a broad spectrum of brands and sizes, its application not limited to particular business types or sizes. As showcased by their diversified clientele base that includes Bombas, Crate & Barrel, and others, the Sidekick technology is adaptable and can be employed to improve customer service delivery across various sectors and business sizes.

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What is the relationship between Gladly Sidekick and Gladly Hero?

Gladly Sidekick and Gladly Hero are designed to work together. While Sidekick provides AI and automation powered self-service to customers, Gladly Hero is a people-centered platform that facilitates personalized agent-assisted customer service. They are part of the Gladly suite of tools aimed at boosting customer service delivery through a combination of AI and human engagement.

Does Gladly Sidekick offer personalized customer self-service?

Yes, Gladly Sidekick does offer personalized customer self-service. The platform is designed to provide this service through Self Service Threads. It integrates generative AI and no-code automation to facilitate scalable and personalized customer self-service, tailored according to a brand’s unique needs.

How can Gladly Sidekick help improve a company's customer service efficiency?

Gladly Sidekick improves a company's customer service efficiency by automating routine tasks, reducing human dependence. It reduces the workload on customer service teams by enabling customers to self-service basic tasks and queries. Companies like JOANN have handled increased conversation volumes without expanding their team, showing Sidekick's impact on efficiency.

What are some examples of companies successfully using Gladly Sidekick?

Companies like Crate & Barrel and Bombas have successfully implemented Gladly Sidekick. Crate & Barrel uses Sidekick to streamline routine requests like returns or exchanges, and match customers to service agents based on live context. Meanwhile, Bombas has reduced their Customer Happiness Team's workload and decreased customer-agent interactions.

Does Gladly Sidekick work together with other Gladly products?

Yes, Gladly Sidekick is designed to work together with other Gladly products. It is designed to seamlessly integrate with Gladly Hero, Gladly’s platform for agent-assisted customer service. This coherence among products helps in providing a unified customer service experience.

Can Gladly Sidekick help save costs for my business?

Yes, Gladly Sidekick can help businesses save costs. It streamlines and automates routine processes, enabling customers to self-serve basic tasks and reducing the workload on customer service teams. This level of automation reduces long-term operational costs and can improve the bottom line.

Is implementing Gladly Sidekick a complex process?

The complexity of implementing Gladly Sidekick depends on the specific business and their requirements; however, given that it's a no-code solution, it is generally easier to deploy and use compared to more complicated coding-based solutions. It's also designed to integrate seamlessly with the existing Gladly suite of products.

How does Gladly Sidekick handle customer inquiries?

Gladly Sidekick handles customer inquiries using generative AI and no-code automation. It functions on Self Service Threads to answer questions and automate specific tasks or transactions based on the customer's requirments. The focus is on resolving customer's issues, rather than merely responding to them.

Can Gladly Sidekick assist in streamlining routine requests like returns or exchanges?

Yes, Gladly Sidekick assists in streamlining routine customer service requests such as returns or exchanges. It uses its generative AI capability to automate these tasks in a manner customized to the specific brand and customer.

What impact has the acquisition of Thankful had on Gladly Sidekick development?

The acquisition of Thankful has sped up the development and enhancement of Gladly Sidekick. Sidekick is a result of Gladly combining their own expertise with Thankful's AI and automation capabilities. This merger has enabled Gladly to push AI and automation to the forefront of customer service.

What are Self Service Threads in Gladly Sidekick?

In the context of Gladly Sidekick, Self Service Threads refer to the AI-powered system of handling customer inquiries. These threads facilitate scaled and personalized customer self-service, going beyond simple question responses to executing transactions.

How does Gladly Sidekick aid in building customer loyalty?

Gladly Sidekick helps in building customer loyalty by focusing on resolving customer issues rather than simply responding to their queries. By employing generative AI and no-code automation, it ensures personalized customer self-service aligned to a brand’s unique voice. This focused effort on understanding, resolving, and engaging with customers can boost customer loyalty and satisfaction.

In what ways does AI power Gladly Sidekick's Personalized Self-Service feature?

The Personalized Self-Service feature of Gladly Sidekick is powered by their generative AI and no-code automation. These technologies equip the platform to not only respond to routine customer queries but also manage transactions like returns or exchanges in a manner that aligns with the brand's voice.

Does Gladly Sidekick offer any integration with other tools?

The information doesn't mention specific integrations for Gladly Sidekick. However, considering Gladly has integrations with other platforms such as Shopify and Big Commerce, etc., it's plausible to infer that Sidekick might also have some level of integration capacity.

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Gladly Sidekick

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