Annoucements: Please use the Hand Off Channel to pass tickets :)

Gladly

What is Gladly?

Gladly is the platform used for interdepartmental communication and communication with Delivery Partners

Gladly Basics

helpful documents, excels & links

how do I track my time in gladly?

If you need to step away from Gladly for any reason such as a lunch break or a meeting, you may simply click on your profile icon on the top right corner of Gladly. This will populate a drop-down menu and you can select any relevant “Away” option.

what does “matching customer found” mean?

This means the phone number or email on the driver's profile is under another customer in the system. If you click on “View Matches” it will show you the other customer and ask if you want to merge. If the information lines up, you can go ahead and merge the drivers profiles!

how do i add a DP?

Hover over the circle with three dots in your Queue then select “Add New Customer”. Then just fill out the Driver's information!

how do I update a DP's profile?

To update an existing driver’s profile, simply search for the driver and then click on their contact information on the left to edit!

Conversation Summaries and Internal notes

Summarize all conversations that have significant back and forth that will require scrolling to review. To do so, simply click on the plus sign at the bottom-center screen in Gladly and select “Summarize conversation”.Use internal notes by selecting “Note”.

Include an internal note when the summary misses important info when you take an action outside of Gladly such as filling out a jotform, and for Spanish phone calls.

Answers and Topics

what Topics do we have?

What Topics do we have?

When Agents close a conversation in Gladly they will assign a ‘Topic’ to the conversation to document the type of issue/concern that was resolved. Topics are at the bottom of the page in your open conversation. All of our Driver Support topics start with “DS”. You can search through these to find the most relevant one, you may also use more than one topic for a conversation! Please, include any topic that applies.

When Reopening a conversation do not remove the previous topics, simply add any new ones!

Example: 'Driver Direct Contact w/WH', 'Missing FOB', 'Batch Return to WH', 'Missing Batched Package', etc.

All of these can be applied to the same conversation. For conversations that are reopened, please keep the previous topic and add the new topic

How do I find the right Answer to use/what are our keywords?

You can find all the answers using the Gladly Answers guide.

Our answers will be organized in Glady using specific keywords. To search these, first make sure that you are only looking at answers for Driver Support.

To do this, open the Answers tab and make sure that “Driver Support” is noted directly under the search bar. If it says “All Audiences” or “CX,” then click on it, scroll, and select “Driver Support.” Once you have your audience set, you can search for the answer by using keywords if you do not know its name. Here is our List Of Keywords; all Answers can be found using these!

Once you search for an answer/keyword, you can click on an answer to see a preview. You will then make sure you are using the correct answer format by checking the icons at the bottom and choosing either the Reference answer, SMS, or Email, depending on the channel selected for contacting the driver.

Then select the “Use” button and you are all set!

what are reference answers and where do I find them?

Reference answers provide information on the situation the selected answer is addressing. A reference answer may provide: next steps, fetch guidelines, attachments, an explanation on what the agent can provide to the DP etc.

Reference answers may be especially helpful during situations such as a driver was towed/ticketed, driver was robbed etc. as well as phone calls to help agents provide helpful information. Agents can find reference answers by searching a relevant answer and then selecting the book as the “type” of answer that is at the bottom of the answer preview.

Conversation Management

When do I toggle on in Gladly?

All Driver Support agents should toggle on their email and SMS as soon as their shift begins unless a Lead advises differently. Monday- Friday phones will be toggled off until 10:30 AM CST/11:30AM EST. On the weekends, phones will be toggled off until 10:30 CST/11:30 EST, these guidelines may vary depending on the volume for that day. Your Lead will let you know!

Which conversations take priority?

Click for Priority list poster: Priority List

5 - 10 minutes

Property Access Issues
Common Area Pick Ups
Active Misdelivery tasks from CX
Tasks from the WH
Missing Batch tasks from CX
Package ETA tasks from CX
Incident Reports - with packages still (Tow/Tickets/Boot)

10 - 20 minutes

Package OFD tasks from CX
Comment “On it!”
Batch Questions

Gladly Answer to use: DS: Wait Time Hold

10 - 30 minutes

Onboarding Questions
Pay Questions
General Admin
Account Help

Gladly Answer to use: DS: Wait Time Hold or DS : Send to Driver Ops

Answer to use when we are experiencing longer wait times:

DS: Wait Time Hold

what do I do If I get a conversation that another agent was just on/a response from another agent?

If you get routed to a conversation that another agent was previously working on but is now about a DIFFERENT topic or a final response such as "thank you," that agent can take the conversation.

If you are routed a conversation that is a response to an agent/an ongoing issue that another agent was working on, the agent will check the Retriever Tribe channel to see if the agent is on break or at lunch.

Communicate in the DS Hand-Off channel to ask if the agent is available. If the agent does not respond within minutes and the situation is urgent, then you will take over the ticket. If the agent responds within 5 minutes, you will reassign the ticket to the original agent via Gladly!

managing inbound phone calls with DPs

A phone call will route in Gladly to each DS Agent in rotation to evenly distribute the number of calls an agent receives
Answer the call using a friendly greeting. Example:
1. “Thank you for calling Fetch Driver Support. How can we help you today?”
All calls should be kept within 5 minutes, with the exception of extenuating circumstances
Do not put DPS on “Hold”, advise DP you will look into this and follow up with them shortly and end the call. Example:
1. “We are happy to look into this for you! Please allow us a few moments to look into this, and we will follow up with you as soon as we have an update!”
If someone who is Spanish-speaking calls in and requests a Spanish-speaking agent, post in the Hand-Off channel and ask if anyone is available to take the call, tagging “all”. Example:
1. “@all is anyone available to take a Spanish call?”
If a Spanish-speaker is unavailable after 3 minutes, do your best to communicate this to the DP. Example:
1. “We are sorry, but we do not have a Spanish speaker available. We can follow up with you via text message.”
2. While you are on the phone with the DP, send them an SMS using Gladly reference: Spanish: Spanish Speaker Response, this answer advises that we do not have a Spanish-speaking agent available at the moment & asks how we can assist. After you have sent this, you may end the call and communicate via SMS with the DP.
3. Utilize Gladly Translate to communicate with the DP and be sure to follow context clues. Translate may not be 100% accurate, but you can usually determine what they are trying to say by putting it into context
  1. Gladly Translate: Navigate to the 3 dots on the right side of the message and select, “Translate Into”
If a VIP DP calls in, do your best to de-escalate the issue: DS Guide to De-Escalation
If DP is VIP and you are unable to de-escalate, or they request a call from a supervisor, advise them that a Lead will follow up with them shortly and end the call. Be firm and assertive with this; you have the right to end the call.
From that point, please flag this call by tagging a Lead/SA in the DS Questions channel so we may address this appropriately. Example: “@lead name/SA name- VIP DP(DP name/email) - please assist”

what do I do when there is a language barrier with the DP?

Use Gladly Translate to communicate with the driver by navigating to the 3 dots on the right side of the message and select, “Translate Into". We also have a number of Spanish Answers that can be used. All of these answers can be used by searching the Keyword: Spanish.

If someone who is Spanish-speaking calls in and requests a Spanish-speaking agent, post in the Hand-Off channel and ask if anyone is available to take the call by tagging "@all".

If a Spanish-speaker is unavailable after 3 minutes, do your best to communicate this to the DP. While you are on the phone with the DP, send them an SMS using Gladly reference: Spanish: Spanish Speaker Response, this answer advises that we do not have a Spanish-speaking agent available at the moment & asks how we can assist. After you have sent this, you may end the call and communicate via SMS with the DP.

when do I select “create new vs reopen” when sending a message to a DP?

When reaching out to a driver in Gladly, agents will make sure to select “Create New.”

Agents will only reopen a conversation if they are following up on the same issue and topic with a driver they previously spoke with.

This would happen either because a conversation was accidentally closed, so an agent is reopening it, or a driver responded to the same conversation an agent just closed

when do I close conversations in gladly?

Agents should keep unresolved conversations open for at least 15 minutes, giving the DP time to respond
Agents should ALWAYS have the last word. If a response is not needed, such as a driver saying, “You have a good day as well,” etc., then the “No Reply Needed” tag can be added to the conversation before closing.

when should I give a DP a call?

Driver support agents should attempt to call drivers for all reach-outs except Reminders. The baseline protocol is to message the driver 2 times and then make a call.

If the Agent is in an active conversation with a DP, they do not have to call and can follow up again via messaging. However, if it is an urgent issue, such as property access, the agent should make a follow-up call to ensure a response.

Agents should include internal note summaries of Spanish calls.

what do I do if my texts are blocked or not sending in gladly? (red exclamation)

There are multiple reasons our texts may not be getting through to our drivers. Our number may be blocked, their carrier settings may not allow our messaging or the driver may have changed their number. You will see something that looks like this:

Please follow these steps:

Email the driver the original message and let them know we sent it there.
Make the driver aware that our texts are not going through, and ask if they have a new number if none of our messages are going through.
If the driver does not respond or have an explanation please make your team lead aware of the issue.
If the driver lets us know they have a new number, update their number in the Fetch CRM and in Gladly

what inbox should I be reaching out from?

When reaching out or creating new conversations, Gladly will automatically assign them to the Property Access or Medium Priority inboxes.

Make sure you're reaching out from either the Driver Support or Drive Ops inbox(depending on whether or not you are on the Driver Ops team).

Check the box at the bottom left and select your name from the correct inbox before reaching out.

Receiving WH tasks in Gladly

when do I press the next button that's to the right of my three icons?

The "Next" button near the three communication icons in Gladly will push forward any new emails or tasks that are available. Agents should make sure to remember to click next frequently. SMS and phone calls are automatically pushed through.

what if I am pressing next but still not getting new tasks?

If you have conversations or tasks in your queue that have an unresponded-to message and, therefore, a green circle 🟢, you will need to press Next to pass the number of green circles in your queue. For example, if there are 5 unresponded-to messages, you will need to press Next 6 times to get a new task.

How does the WH communicate with DS in Gladly?

The warehouse will fill out a jotform, which will send us an email to the DS WH Request inbox; agents will be routed these as they press next.

The email will have all of the details needed to r/o to the driver.

When an agent receives the conversation, they are entrusted with taking ownership of the r/o. If they receive the task and the conversation is with another agent, they will dutifully reassign the task to that agent.

Agents will complete the required information on the task and assign it to the corresponding warehouse inbox. Comment “On it.”

Next, complete the R/O to the driver via SMS NOT via Email. If agents respond via email, it will send the jotform to the driver, allowing the driver to see the request from the WH, and we do not want this to occur. If they must use email, agents will need to close the conversation first and Open a NEW conversation.

Agents will update the task once the r/o is made and include all of the details listed on the task. It is important to remember, DS will NEVER copy & paste a response from the DP into the task! Instead, we will filter the information using our own words, this is to ensure we are excluding any short/rude tones and only including the root of the issue/response.

Are there any warehouse requests that I can not take?

Every once in a while, the WH may ask DS agents to complete a task that we are not permitted to complete. This includes Deactivation Requests, Sending Violations, and Making A Request That Goes Against Company Policy. You can respond with the DS : CX Tasks: Investigation Tasks answer to these tasks.

Creating WH Tasks

creating tasks for the WH

To create a task for the WH in Gladly DS, agents will click on the plus sign at the bottom of the page and select “Create Task” > The agent will then assign the Task to the relevant DS | WH | (WH Code) inbox not (Ops | WH),> click the three dots in the top right corner > click edit task> the due date will automatically be set to 3 hours> edit the task with details instead of updating in comments:

Block
Driver name
Issue
Any necessary pictures

how and when do I create urgent tasks?

For urgent tasks, Agents will write in Big Bold Red letters HIGH PRIORITY at the top of the tasks and set the due date to 10 min for the following issues:

Property Access
Dropped Window w/less than 3hr notice
Missing Package

how do I add pictures to tasks?

Agents can attach a photo in the Task when it is created, but cannot add a photo in the comment of the task, so if we need to send photos after the initial task creation >, we'll add it to a note in the conversation and then link the note in the Task comment or Edit the task and add the photo.

It is important to link the note in the task so we can tell the warehouse exactly where to look instead of asking them to look through the conversation to find it.

how do i create a POD (proof of delivery) task for CX

Step 1: Create Task

Step 2: Assigning Task

Step 3: Using the Updated POD/POD Correction - Send to CX template , provide the relevant information & CREATE TASK.

when do I assign a due date on a task?

Agents will assign due dates for certain tasks that we need to WH to pay the closest attention to. These are as follows:

Window Confirmations - 1 ½ hrs before start of window

Window Drops - 1 ½ hrs before start of window - less than 1 ½ hrs, mark URGENT - WINDOW DROP

FOB Left at WH - 1 hr, mark URGENT - MISSING FOB

Package Return - 12 hrs, mark PACKAGE RETURN

To set a due date on the task simply:

Click into the 3 dots in the top right corner
Select “Edit Task” from the drop-down menu
Click into the button with the date and time
Edit the time and press “Apply”

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