Gladly, the customer service company, has introduced Payments to facilitate transactions on messaging channels.
Crate and Barrel, the national home furnishings retailer, is the first Gladly customer to leverage Payments to generate revenue from the call center, closing over USD 100,000 in new chat revenue within the first week.
Payments is built natively into Gladly’s customer service platform, which puts people at the center of a lifelong conversation. Gladly helps brands shift the contact center into a revenue center by creating Radically Personal customer service experiences that help customers engage and purchase the products they want.
Agents can securely accept credit card information from customers digitally – they’re not transferred to voice to complete the process. Payments allows customers to complete the checkout where they want, thus reducing cart abandonment.
Agents can also proactively send messages to customers at the right time, if they spend time on the website, for example, agents can help guide them to the cart and complete their purchase.
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