Support matters most when something isn’t working.
You’re at the front desk. A customer is waiting. Something simple trips you up, like a password reset. You log a ticket, then wait.
It’s a small problem, but it slows everything down.
That’s the gap we’ve been working on.
We’ve introduced a Gladstone Assist to our website. It’s there to help with the everyday questions our support team sees all the time, so you can get an answer quickly and carry on.
Starting where it counts
We’re not trying to do everything at once. We’re starting with the things that don’t need a ticket in the first place.
Take the most common question we get:
“How do I reset my password?”
Instead of raising a ticket, you can now ask Assist and get guided through it straight away.
No waiting. No back and forth.
Just a quicker way to get unstuck and move on with your day.
And by taking care of the everyday fixes instantly, it helps our support team stay focused on the more complex issues, where you really need them.
Once that’s working well, the next step is helping with slightly more involved, but still common, tasks.
For example:
“I want to create a first month half price promo code in Go Join.”
It’s not a one-click answer. But it’s also not something you should be waiting hours for.
Assist can point you in the right direction, walk you through the steps, and help you get it done without everything else grinding to a halt.
This is where it starts to become more than a shortcut. It becomes something you actually use to keep things moving.
Then there are moments where you’re doing something new.
New setup. New process. New kit.
That’s usually when the questions start.
“Tell me everything I need to know about my new Verifone Android PED?”
We’ve recently introduced our new Android PEDs. They’re in beta now, and will be rolling out more widely soon.
When they do, Assist will be right there alongside them.
We’re already building it around the kinds of questions that come up during setup. How it fits into Gladstone360. What you need to configure. What to do first.
Not to replace the full guides, but to give you a clear starting point when you need it.
Because when something new lands, you don’t want to be hunting for answers. You want to get up and running.
We’re rolling this out in stages, on purpose.
Not as a marketing line, but because it’s the only way this works.
We’re starting with the most common questions. Then expanding into more involved tasks. Then supporting wider operational scenarios.
But this isn’t based on guesswork.
It’s shaped by what customers are actually asking.
We’re looking at how Assist is being used, what’s coming in, where it helps, and where it doesn’t. Our support team are directly involved in that, adjusting answers and focusing on what’s genuinely useful day to day.
It won’t get everything right first time.
And we’re not expecting you to try it once and be sold.
The value builds over time. The more it’s used, the more we learn, and the more helpful it becomes.
Fast answers when you need them
The aim is simple. When you need an answer, you get one quickly.
Whether it’s resetting a password, setting up a promotion, or figuring out something new, Assist is there as a first step.
It’s available on our website, whenever you need it.
This isn’t about removing people from support.
Assist handles the quick fixes and common questions. When something is more complex, or needs a deeper look, our team is still there.
What changes is how quickly you can move past the small blockers.
The more context you give, the better the result.
Instead of:
“Promo code not working”
Try:
“How do I create a first month half price promo code in Go Join?”
Small change. Better answer.
We’ll keep sharing examples to make this easier as we go.
What comes next
This is just the starting point.
We’ll continue to:
You’ll see it improve week by week.
Next time something small gets in your way, try Gladstone Assist first.
It might just save you a ticket. And a bit of frustration.