Gladly is Glad to Raise $55 Million

<p class&equals;"responsiveNews"><strong>SAN FRANCISCO<&sol;strong> &&num;8212&semi; <a title&equals;"Gladly" href&equals;"https&colon;&sol;&sol;www&period;gladly&period;com&sol;&quest;utm&lowbar;medium&equals;website&amp&semi;utm&lowbar;campaign&equals;gladly-2022-momentum&amp&semi;utm&lowbar;source&equals;prweb&amp&semi;utm&lowbar;content&equals;&amp&semi;utm&lowbar;term&equals;" rel&equals;"nofollow">Gladly<&sol;a>&comma; which operates a customer service platform&comma; has secured &dollar;55 million in funding from Riverwood Capital&comma; with participation from existing investors including Greylock&comma; GGV&comma; NEA and Glynn Partners&period; The investment will be used to support innovation of Gladly’s people-centered customer service platform&comma; used to assist commerce brands in moving from the transaction era to the loyalty era&period;<&sol;p>&NewLine;<p class&equals;"responsiveNews">Gladly says the company experienced 100&percnt; Year-over-Year growth and over 100 new customers signed this year&comma; including Athletic Greens&comma; Bombas&comma; FTD&comma; Jenni Kayne&comma; Shake Shack&comma; Select Blinds and more&period; Gladly customers reported a 10&percnt; increase in contact center-generated revenue&comma; 20&percnt; increase in agent efficiency and 40&percnt; reduction in contact center tools since adopting the software&period;<&sol;p>&NewLine;<p class&equals;"responsiveNews">The impact of world-class customer service on a brand’s bottom line is profound as <a title&equals;"42&percnt; of shoppers say they would stop buying from a brand altogether after just two bad service experiences" href&equals;"https&colon;&sol;&sol;www&period;gladly&period;com&sol;reports&sol;2022-customer-expectations&sol;&quest;utm&lowbar;medium&equals;website&amp&semi;utm&lowbar;campaign&equals;gladly-2022-momentum-cer&amp&semi;utm&lowbar;source&equals;prweb&amp&semi;utm&lowbar;content&equals;&amp&semi;utm&lowbar;term&equals;" rel&equals;"nofollow">42&percnt; of shoppers say they would stop buying from a brand altogether after just two bad service experiences<&sol;a>&period; At the same time&comma; loyal customers are 6x more likely to rebuy and recommend the brand to others&period; Gladly’s platform is built around people&comma; not tickets&comma; which gives the company and its customers an immediate advantage when it comes to customer service that creates customer loyalty&period;<&sol;p>&NewLine;<p class&equals;"responsiveNews">Gladly’s growth comes not only from new customers&comma; but from expanding relationships with existing customers&period; This year&comma; Gladly achieved 170&percnt; 1-year Net Dollar Retention &lpar;NDR&rpar; and 267&percnt; 2-year NDR&period;<&sol;p>&NewLine;<p class&equals;"responsiveNews">With Gladly&comma; agents have context for who the customer is as soon as they reach out&comma; and customers are matched with the best-fit agent&period; The platform consolidates all customer requests into one&comma; lifelong conversation stream regardless of channels&comma; which are built-in natively&comma; so agents don’t have to switch channels or deal with duplicated issues&period; They can focus on delivering exceptional service&comma; and building brand loyalty&comma; without making the customer do more work&period;<&sol;p>&NewLine;<p class&equals;"responsiveNews">&OpenCurlyDoubleQuote;Our vision at Gladly has always been to change how customer service is done&comma; and this new funding will position our team to continue delivering on this goal&comma;” said Joseph Ansanelli&comma; CEO of Gladly&period; &OpenCurlyDoubleQuote;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&period;”<&sol;p>&NewLine;<p class&equals;"responsiveNews">&OpenCurlyDoubleQuote;At Riverwood Capital&comma; we partner with companies that not only show great potential for growth but have a mission we can truly get behind&comma;” said Jeff Parks&comma; Co-Founder and Managing Partner at Riverwood Capital and a new member of Gladly’s board&period; &OpenCurlyDoubleQuote;With Gladly’s people-centered approach and innovative CX technology&comma; it’s clear why the business has experienced so much success thus far&period; 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&period;”<&sol;p>&NewLine;