Thankful

Thankful is an AI-powered customer service platform that aims to streamline customer inquiries and enhance customer satisfaction. It is positioned as a solution suitable for businesses of all sizes, from small enterprises to large corporations. According to the vendor, Thankful's automation and personalized customer service capabilities can benefit customer service representatives, customer support managers, contact center managers, e-commerce companies, and retail companies.

Key Features

Gladly Hero: The vendor describes Gladly Hero as a ticket-free, people-centered platform that delivers personalized agent-assisted customer service. It utilizes AI-powered automation to handle routine inquiries, allowing agents to focus on more complex tasks. The platform provides a unified view of customer conversations across multiple channels and enables real-time understanding of customer information and history.

Gladly Hero AI: The vendor offers a suite of AI-powered tools called Gladly Hero AI that are designed to enhance agent productivity. These tools include Hero AI Authoring, Hero AI Summaries, Hero AI Replies, and more. According to the vendor, these tools enable agents to provide faster and more accurate responses to customer inquiries, reducing the need for manual tasks and improving efficiency.

Gladly Sidekick: The vendor presents Gladly Sidekick as an AI and automation platform that offers personalized self-service. It is designed to work hand-in-hand with Gladly Hero and provides concierge assistance to customers 24/7. Powered by AI and guided by the company's brand policies and processes, it aims to help customers help themselves while maintaining a personalized experience.

Put people at the center: According to the vendor, Thankful's approach is to tie all communication to the customer, rather than a case or ticket number. This approach allows for personalized and contextually relevant interactions, which the vendor claims can lead to stronger customer relationships and improved satisfaction.

Help customers help themselves: The vendor states that Thankful provides customers with personalized self-service powered by AI. It offers concierge assistance available round the clock, and AI-powered tools help customers find answers and solutions on their own, reducing the need for agent involvement in routine inquiries.

Turn agents into brand heroes: The vendor claims that Thankful's intuitive UI and powerful AI capabilities empower agents by freeing them from menial tasks and boosting productivity. It aims to enable agents to build deep customer relationships, drive loyalty, and improve engagement, efficiency, and retention.

Unify every customer conversation: Thankful aims to unify every customer contact, regardless of channel, in a single conversation view. This centralization eliminates silos and provides a comprehensive and holistic view of customer interactions, which the vendor suggests can improve collaboration and enable seamless customer service across channels.

Reduce tech costs: According to the vendor, Thankful consolidates multiple software platforms into a single, cost-effective solution. It offers native support for multiple channels, including voice, SMS, chat, email, and self-service. The vendor claims that this consolidation reduces the need for multiple software subscriptions and integrations, saving costs associated with managing and maintaining multiple systems.

Reduce inbound volume: The vendor states that Thankful's AI-powered solutions aim to eliminate duplicate tickets and optimize the channel mix for efficient customer self-service experiences. By reducing the need for customers to reach out to agents for routine inquiries, the vendor claims that Thankful can improve customer satisfaction and reduce the overall volume of incoming inquiries.

Improve agent efficiency: Thankful's AI tools are designed to enhance agent productivity by reducing average handle time and saving on labor costs, according to the vendor. These tools aim to help agents find information and respond to inquiries more efficiently, while also enabling team collaboration and knowledge sharing.