Gladly has unveiled its latest unified Customer Service Platform, which allows retailers and direct-to-consumer brands to offer seamless, personalized support that resolves issues efficiently and boosts customer loyalty and revenue. This move was backed by a $40 million funding round led by venture capital firm AVP.
"In today's challenging retail environment, where customer loyalty is hard-won and easily lost, our AI-powered, unified Customer Service Platform is a game-changer. It not only enhances customer experience but turns support into a strategic asset that drives growth and loyalty," said Joseph Ansanelli, CEO of Gladly.
By organizing interactions around the customer rather than tickets, Gladly’s platform enables AI to deliver more accurate, human-like responses while providing agents with the context they need to be more effective. Integrating Gladly's Gen AI technology into its platform minimizes the risks often associated with AI implementation and ensures a consistently high-quality customer experience, whether through AI or human agents.
In addition, Gladly’s platform unifies all customer interactions across channels into a single, lifelong customer record, allowing both AI and agents to provide more personalized and efficient support. By automating routine tasks, Gladly increases agent productivity and enables them to focus on high-value interactions, such as cross-selling and upselling.
Moreover, the company ensures high standards of quality control, with AI features that can be tailored to brand tone and guidelines, along with advanced hallucination detection technology that ensures AI-generated content remains accurate and relevant. As a result, Gladly's clients experience faster resolutions, shorter handle times, and higher customer satisfaction (CSAT) scores.
With this unified platform, Gladly invites retailers and direct-to-consumer brands to redefine customer service.
