What is Gladly Sidekick?
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.
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
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
Gladly Sidekick FAQ
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.
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.
