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Gladly Innovates with AI Voice Support

Gladly, a leading AI-backed customer service platform, has recently launched its cutting-edge feature, Sidekick on Voice. This development marks a significant shift in how businesses approach customer support via telephone, emphasizing a personal touch in an era where efficiency is often prioritized over quality.

The Importance of Personalization in Support

According to a recent survey by Gartner, 52% of customers still prefer phone support at various stages of their service journey. However, compounded issues such as lengthy wait times and robotic interactions have led to rising customer dissatisfaction. Traditional platforms view each customer interaction as a mere ticket, lacking the holistic understanding of a customer’s history and previous engagements. This gap often leads to a frustrating experience for both the customer and the service agent.

Gladly's Sidekick on Voice remedies this issue by harnessing the power of lifelong, multichannel conversations. Unlike typical ticket-based systems, it curates a continuous customer dialogue, leveraging past interactions to deliver a personalized support experience that is unparalleled in the industry.

Reinventing Customer Support with Sidekick on Voice

The Sidekick on Voice feature aims to bridge the gap between efficient resolution and personalized interaction. Here are some of its standout capabilities:

• - Customer-Centric Design: Sidekick connects every customer interaction, regardless of the channel, ensuring that each conversation feels coherent and personal.
• - 24/7 Fast Resolutions: Long wait times become a thing of the past, as customers receive immediate, human-like responses at any time.
• - Actionable Responses: Beyond just answering queries, Sidekick can perform tasks such as processing refunds, managing bookings, and handling other complex requests seamlessly.
• - Smooth Agent Handoffs: If further human assistance is required, Sidekick guarantees that agents receive complete context about previous interactions, eliminating the need for customers to repeat themselves.
• - Cross-Channel Functionality: Unlike standalone voice AI systems, Sidekick can effectively communicate through various channels, ensuring that customers receive relevant and timely information regardless of the platform.

Charlie Besecker, President of Gladly, succinctly captures the essence of this innovation: “Sidekick on Voice delivers both the ability to answer questions and take actions, truly enabling end-to-end resolution for customers.” Through this integration, Gladly sets a new benchmark for AI voice support by seamlessly combining efficiency and a personal touch.

Positive Feedback from Early Users

Businesses already testing Sidekick on Voice have reported enhanced customer experiences and increased operational efficiency. Krystal Kay Cortez, the CX Operations Manager at Tecovas, shares her insights: “We’ve been testing Sidekick on Voice and are impressed with how seamless the experience is for both customers and agents. The early results are promising, and we’re excited to see the impact it has on resolution rates and agent productivity.”

Conclusion: A Leap into the Future of Customer Service

Gladly's Sidekick on Voice showcases that AI can do more than simply manage questions; it can foster deeper engagement and customer loyalty. In a world where approximately 80% of customers have shifted brands due to unsatisfactory service, delivering a nuanced and attentive support experience through voice interactions is vital.

Moreover, Gladly is not merely keeping up with industry changes; they are pioneering customer service into a new realm by ensuring each customer interaction is optimized for retention and long-term value (LTV). Sidekick on Voice stands as a testament to the future of AI in customer service, demonstrating how businesses can utilize technology to enhance each customer touchpoint effectively.

Gladly is committed to nurturing customer relationships and extending the boundaries of traditional support, making every interaction meaningful for brands. With Sidekick on Voice, Gladly continues to lead the charge in this evolution, ensuring that they meet and exceed the expectations of their customers.