Gladly Sidekick

Welcome to Gladly's website, where we are excited to introduce Sidekick - our new AI and automation platform that is revolutionizing customer service. Sidekick is designed to enable personalized self-service, transforming the way businesses interact with their customers.

At Gladly, we understand the importance of both human touch and cutting-edge technology in delivering exceptional customer service. That's why Sidekick works hand-in-hand with our people-centered platform, Gladly Hero, which focuses on agent-assisted customer service.

Sidekick is the result of our acquisition of Thankful, an AI and automation solution for customer self-service. This strategic move has allowed us to bring AI and automation to the forefront of customer service, while maintaining our commitment to delivering a unique and personalized experience.

Unlike other AI solutions in the market, Sidekick is designed with a deep customer focus. We believe that AI should not simply deflect customers, but rather engage and genuinely care for them. By understanding each brand's unique needs, voice, and content, Sidekick ensures that customer interactions are seamless and frustration-free.

With the help of generative AI and no-code automation, Sidekick provides scaled and personalized customer self-service through Self Service Threads. It goes beyond simply answering common questions, allowing customers to execute transactions like managing returns or processing exchanges.

Our goal with Sidekick is to not just respond to customer issues, but to actually resolve them. We want to make sure that every customer interaction is smooth and positive, leaving a lasting impression.

Real-life examples of Sidekick's application include Crate & Barrel, where routine requests like returns or exchanges are streamlined, and Bombas, where customers can self-service basic tasks and questions, reducing the workload on their Customer Happiness Team.

At Gladly, our mission is to empower businesses to deliver radically personal experiences, with the customer at the center of everything we do. Through our investments in generative AI and the acquisition of Thankful, Sidekick embodies our commitment to this mission.