Gladly Secures $55 Million Funding to Expand Innovation of its Customer Service Platform

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Following 100% YoY growth, Gladly remains committed to helping brands build customer loyalty through personalized customer service

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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.

Today, Gladly, the only customer service platform built around people, not tickets, announced it has secured $55 million in funding from 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 commerce brands 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 and 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 profound 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 achieved 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.”

“At Riverwood Capital, we partner with companies that not only show great potential for growth but have a mission we can truly get behind,” said Jeff Parks, Co-Founder and Managing Partner at Riverwood Capital and a new member of Gladly’s board. “With Gladly’s people-centered approach and innovative CX technology, it’s clear why the business has experienced so much success thus far. We are excited to be a part of the company’s continued expansion and are looking forward to working with the team as they transform the customer service industry.”

For more information on how Gladly is transforming customer service for the world’s leading brands, visit https://www.gladly.com/. To hear how customer-focused brands and leaders are reimagining service, join the Gladly Connect: a CX community.
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About Riverwood Capital
Riverwood Capital invests in high-growth companies in the technology and technology-enabled industries. Riverwood offers a unique combination of operational, strategic, technology, and financial insight to portfolio companies that typically need growth capital and expertise to scale on a global basis. The firm seeks to invest in established businesses with a proven technology and business model, and the proper fit in terms of culture and values. Riverwood has offices in Menlo Park, CA; New York, NY; São Paulo, Brazil; and Miami, FL.

About Gladly
Gladly is the only customer service platform built around people, not tickets. Our platform helps commerce brands understand who their customer is and matches them to the right agent. With everything built-in – voice, email, SMS, chat, social messaging, self-service – Gladly works as one, lifelong conversation. Agents become brand heroes with no time wasted on channel switching and no missed conversation history. That’s why the world’s most loved brands like Allbirds, Bombas, Crate&Barrel, Ulta Beauty, Warby Parker, and more partner with Gladly to transform their customer service and build lifelong loyal customers. Make customer service your business with Gladly.

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Taylor Callis
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