Gladly Sidekick

Gladly's Sidekick is an innovative AI tool designed to enhance customer service by making self-service feel personal and engaging.

Gladly has introduced an exciting new platform called Sidekick, which is changing the way customer service works. This platform not only makes self-service more personalized but also works in harmony with another Gladly solution called Hero. While Hero focuses on providing agent-assisted support, Sidekick steps in to empower customers to help themselves—thanks, in part, to the acquisition of Thankful, a clever AI tool that supports customer self-service.

What sets Sidekick apart from other AI solutions is its commitment to genuinely caring for customers, rather than simply redirecting them to automated responses. Gladly understands that when integrating AI, it’s crucial to consider the distinct personality and needs of each brand. This way, customers won’t feel frustrated; instead, they’ll feel understood and valued. For Gladly, building customer loyalty means blending human touch with cutting-edge AI capabilities.

Sidekick leverages generative AI and no-code automation to offer personalized self-service experiences through clever features like Self Service Threads. It’s designed to do more than just answer common questions— it can handle real tasks, such as managing returns or processing exchanges. The goal is to effectively resolve customer issues, ensuring that each interaction is seamless and satisfying.

In practice, companies like Crate & Barrel use Sidekick to streamline everyday requests like processing returns or matching customers with the right service agent in real-time. Meanwhile, Bombas has found that by enabling customers to take care of basic inquiries on their own, they can significantly lighten the load on their Customer Happiness Team.

Overall, Gladly is on a mission to help businesses create uniquely personal experiences that prioritize the customer’s needs. With strategic investments in generative AI and the thoughtful acquisition of Thankful, Sidekick truly represents Gladly's dedication to this mission, ensuring that customers feel seen and appreciated every step of the way.