Overview
What is 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...
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Product Details
- About
- Tech Details
What is 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.
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Thankful Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
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Thankful has been lauded by businesses for its effectiveness in handling a high volume of customer inquiries without requiring human interaction. This has resulted in significant cost and time savings while improving customer satisfaction. By automating the handling of basic customer inquiries such as tracking, damaged items, missing items, and canceling subscriptions, Thankful has helped reduce first response times. Customers are also deflected to self-service options resulting in higher ROI for businesses.
Using Thankful has improved the productivity of businesses by streamlining their support process. It frees up agents to focus on more complex requests while providing near-immediate solutions to customers with straightforward repetitive questions. Additionally, using Thankful has helped businesses reduce their backlog of written channel tickets and improve their response and resolution times by automating redundant tasks and tickets. Businesses are able to scale their customer support team and ensure quick response times to customers regardless of volume, resulting in cost savings and higher retention rates.
Customizable AI: Customers have found Thankful's AI tool easy to customize with the ability to refine machine learning in case of errors. This has been a positive experience for some reviewers who appreciate the flexibility and control that this feature provides.
Helpful Support Team: The attentiveness and responsiveness of Thankful's support team have impressed many users, providing prompt responses and thorough explanations. Some customers find it reassuring knowing they can always rely on receiving helpful assistance when needed.
Efficient Integration: Users have praised Thankful for its efficient integration with existing systems, making it easy to use while delivering high levels of service. Reviewers appreciate the seamless onboarding process, which helps them integrate the tool into their CRM processes quickly.
Complex Interface: Some users have found Thankful's interface to be complex and requiring coding knowledge to make the most out of it. This has resulted in a steep learning curve for some companies, which can slow down implementation times.
Limited AI Responses: There are users who feel that Thankful's AI can be limited in its responses and is not adaptable to handle multiple questions within the same request. As a result, some customers may need to submit multiple inquiries or engage with customer support directly.
Incorrect Information: In some instances, Thankful's AI can provide incorrect information which can confuse customers and lead to negative interactions. While this does not happen frequently, it is still an issue that some reviewers have experienced.
Users highly recommend using Thankful AI because it seamlessly integrates into their team, feeling like a sincere extension of their efforts. They also mention the smooth integration with their CRM tool and the absence of significant technical issues. Users appreciate the hands-on support team, which provides valuable recommendations for platform optimization. Additionally, Thankful AI is considered a best-in-class solution for reducing customer support load. They encourage others to try the demo to experience its benefits first-hand.