Gladly

For customer support leaders, the pressure to cut costs often conflicts with the goal of providing exceptional service. Traditional AI chatbots focus on deflection, treating customers like problems to be solved, which can harm loyalty. Gladly flips this model by being 'purpose-built to engage customers rather than deflect them.' Its core strength lies in creating a single, lifelong conversation history for each customer across every channel—from voice and SMS to email and social media. This human-centric approach allows your team and the AI to see full context, making customers feel 'known, understood, and valued.' Instead of starting over on each channel, the conversation continues, deepening the relationship. The proof is in the results claimed by its customers: a 76% conversation resolution rate by AI, a 2.2x increase in revenue per conversation, and a 65% increase in CSAT. As Jim Gallagher, VP of Customer Care at Nordstrom, states, 'We want to build a loyal relationship with a conversation that goes over years and months. It shouldn't feel like a transaction. That's why we chose Gladly.' It's built for CX people, not engineers, allowing you to create 'Guides' in plain English to direct the AI, making powerful personalization accessible.