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Gladly CEO Joseph Ansanelli Discusses the Future of Customer Service

Sarah Steimer

Customer service has maintained the same, siloed communications with consumers for years. 

Two calls to a customer service line can mean reiterating the same story twice. An e-mail to a company might result in an automated response that includes a promise for contact and a case number to keep on file. It can sometimes feel as though the customer is doing all of the leg work, provided it’s done on the company’s preferred platforms.

Now imagine a world where the customer can contact customer service on a variety of platforms, and they remember questions from a previous interaction. The company, in turn, uses this information to provide better service to customers and refine its marketing.

This is the goal of Gladly, a customer-service software that is based on the cloud and allows companies to recognize customers and communicate on a range of platforms. Gladly was co-founded by Joseph Ansanelli, Michael Wolfe and Dirk Kessler with the goal of changing the way firms interact with customers.

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Sarah Steimer is a staff writer for the AMA's magazines and e-newsletters. She may be reached at ssteimer@ama.org or on Twitter at @sarah_steimer.