While legacy ticketing platforms have their advantages, the disadvantages of ticketing in customer service can leave your team without the tools they need to create personalized interactions and drive brand loyalty
Simply put, teams and agents who perform better get a larger share of that type of tickets. With a continuous cycle of performance monitoring on a ticket-by-ticket basis, all partners are incentivized to “up their game”, so your entire network continues to get stronger as this co-opetition strategy drives continued results
Gladly is the only customer service platform built around people, not tickets. With everything built-in – voice, email, SMS, chat, social messaging, self-service – Gladly makes service your business
Leverage technology Scoring and grading customer service interactions is a lengthy and cumbersome process. With so many tickets and agents to grade, using spreadsheets, Google forms, or paper forms can innudate your quality management initiatives and result in poor QA coverage
Data annotation is the human-led process of adding metadata tags to mark up certain elements of text, images, audio and video clips
Empathy and connection can be present. [ 19:15 – 20:22 ] If your job is to connect with another human and you don’t even feel that you belong in your work environment, that’s not complementary. It helps to understand how your job plays into the bigger picture. [ 22:05 – 23:42 ] An IRL experience with a policy that was quite ‘anti-customer’ where the agent empathized with the customer, reassured the customer that the leaders do care and empowered them to provide feedback
The Gladly approach to personalization is fundamentally different, forgoing ticketed systems that Gorgias and others use to provide a radically personal “conversation-driven” approach
Some argue that 2020 has signaled the decline of ticket-based support systems...This takes a level of insight tickets can’t provide
Gladly , the only customer service platform built around people, not tickets, announced it has secured $55 million in funding from Riverwood Capital, a global investor in high-growth technology companies, with participation from existing investors including Greylock, GGV, NEA and Glynn Partners
They will make $Y every hour regardless of how many tickets their agents work or chats they answer...This makes sense for your partner, but leaves you high and dry if your ticket volume surpasses expectations
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