Gladly, a customer service platform built around people, not tickets, has secured $55 million in funding by Riverwood Capital, a global investor in high-growth technology companies, with participation from existing investors including Greylock, GGV, NEA and Glynn Partners. The investment will be used to further support innovation of Gladly’s people-centered customer service platform, used to assist its customers in moving from the transaction era to the loyalty era.
This announcement comes on the heels of a monumental year for Gladly with reported 100% YoY growth. With over 100 new customers signed this year, including some of the world’s most loved brands like Athletic Greens, Bombas, FTD, Jenni Kayne, Shake Shack, Select Blinds and more, Gladly has proven its value in driving revenue, building efficiency, and streamlining processes. In fact, Gladly customers reported a 10% increase in contact center-generated revenue, 20% increase in agent efficiency and 40% reduction in contact center tools since adopting the software.
The impact of world-class customer service on a brand’s bottom line is imperative as 42% of shoppers say they would stop buying from a brand altogether after just two bad service experiences. At the same time, loyal customers are 6x more likely to rebuy and recommend the brand to others. Gladly’s platform is built around people, not tickets, which gives the company and its customers an immediate advantage when it comes to customer service that creates customer loyalty.
Gladly’s growth comes not only from new customers, but from expanding relationships with existing customers. This year, Gladly experienced only 5% churn with 170% 1-year Net Dollar Retention (NDR) and 267% 2-year NDR.
With Gladly, agents have context for who the customer is as soon as they reach out, and customers are matched with the best-fit agent. The platform consolidates all customer requests into one, lifelong conversation stream regardless of channels, which are built-in natively. So agents don’t have to switch channels or deal with duplicated issues. They can focus on delivering exceptional service, and building brand loyalty, without making the customer do more work.
“Our vision at Gladly has always been to change how customer service is done, and this new funding will position our team to continue delivering on this goal,” said Joseph Ansanelli, CEO of Gladly. “Our new partnership with Riverwood Capital will enable us to continue investing in innovation and growth to move customer service beyond cases and tickets to a more personalized experience creating customer loyalty – all leading to an improved bottom line for commerce brands.”
