Gladly

4.8 (126)
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Gladly is a Cloud-based customer service platform

Overall rating

4.8 /5
(126)
Value for Money
4.8/5
Features
4.8/5
Ease of Use
4.9/5
Customer Support
4.9/5

99%
recommended this app
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126 Reviews

Verified Reviewer
Overall rating
  • Industry: Consumer Services
  • Company size: 201–500 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Loving Gladly

Reviewed on 3/02/2022

Gladly is an amazing product. It provides unparalleled visibility into the customer experience. It...

Gladly is an amazing product. It provides unparalleled visibility into the customer experience. It is also super intuitive as a user. I love the callback function- it makes it so easy to call a customer back. I also love the answers feature!!

Pros

The interface and user experience for Gladly is unmatched. It makes it so easy to ensure that customers have had great experiences and uncover opportunities for agent improvement. I love the task creation process- it makes it so easy to track!

Cons

I wish the reporting had options to customize fields to reduce load time.

Heather
Overall rating
  • Industry: Consumer Goods
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Gladly - the most innovative software.

Reviewed on 4/01/2023

Improving customer experience, easy navigation, and excellent in keeping customers conversation.

Improving customer experience, easy navigation, and excellent in keeping customers conversation.

Pros

Easy to use when finding the reach out or conversation history. Outbound option are in place and is easy to access/use.

Cons

Gladly suddenly refreshes and you lose what you are typing in or want to save.

Laura
Overall rating
  • Industry: Furniture
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Good

Reviewed on 14/01/2022

Pros

Easy to get information and view the messages

Cons

Customer not able to see us writing them back

diana elizabeth
Overall rating
  • Industry: Consumer Services
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

I just simply love gladly because it makes my work easier and faster

Reviewed on 8/08/2022

Great, it's fast it's easy it's gladly!!

My first year as a call center agent and it's been great...

Great, it's fast it's easy it's gladly!!

My first year as a call center agent and it's been great and a lot of that is because of gladly

Pros

I can stop saying this! this software makes our job easier, faster and it gives us a chance to be more personal with the customer and make them feel valued and that its a great achievement for our company

Cons

sometimes the info of the customer is a little hard to find but like we use Shopify along with it, this helps us in the research for the order history and more

Kenjie
Overall rating
  • Industry: Cosmetics
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Very useful and convenient

Reviewed on 15/09/2022

The experience I had with Gladly, is beyond extraordinary. The application is very helpful overall...

The experience I had with Gladly, is beyond extraordinary. The application is very helpful overall and it made the work easier 10x folds.

Pros

The feature that I think is the most impactful is how all transcripts can be found for every single member of our company. It integrates all conversations from chat, calls, and emails in one process where it is accessible for the next user that will encounter the member.

Cons

The thing that it needs to improve would be applying the correction that came from Grammarly, so far this is the biggest issue we currently face. Since the correction made by Grammarly will not automatically fix on the chat box of Gladly.

Rica Mae
Overall rating
  • Industry: Consumer Services
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

QA Specialist POV of Gladly

Reviewed on 12/10/2022

I am specialize to check for every interaction of our representatives with the customers to ensure...

I am specialize to check for every interaction of our representatives with the customers to ensure that we are providing quality conversations while performing the correct processes and following the policies of the company.

Pros

What I like about this product is we can close out a ticket once we finished the conversation. We no longer need to go to a different tab to close a ticket. Additionally, I love that it has SMS and can track history of the member's purchases.

Cons

We cannot see when and who updated the Gladly Profile of the member.

Jao
Overall rating
  • Industry: Retail
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Feedback

Reviewed on 16/09/2022

Overall very good compared to using Zendesk. This is better than Zendesk and makes the reps jobs...

Overall very good compared to using Zendesk. This is better than Zendesk and makes the reps jobs easier and faster. You are on the right track but if you could fast track into incorporating some great features of Zendesk into your solid product- I think you would get more Zendesk clients

Pros

Having all members interaction in 1 thread is heaven sent! no need to find previous tickets/conversations of the member which will eat up precious time

Cons

for chat- one cannot tell if the member left the chat already. If this was available then one can send the idle spiels or a follow up email rather than waiting. quickly pasting screenshots in the chat box or SMS box or email rather than just attaching would make your product way better. These 2 features are what I miss the most in Zendesk

Benny
Overall rating
  • Industry: Food & Beverages
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Would not use any other Platform

Reviewed on 22/09/2022

Great! This helps us be more efficient and put our customers first.

Great! This helps us be more efficient and put our customers first.

Pros

It creates a great Omni-channel experience for our team. We can work seamlessly through all of our channels and understand how everything is performing.

Cons

Not anything I would call out. I have been an Admin for years across two companies and have no complaints.

Alternatives Considered

NICE CXone, Freshdesk, Gorgias and Kustomer

Switched From

Zendesk Suite

Reasons for Switching to Gladly

I felt Gladly would be more scalable, made sense with price and would be more efficient.
Ricardo
Overall rating
  • Industry: Telecommunications
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Gladly review

Reviewed on 22/12/2022

Good experience overall missing a few details

Good experience overall missing a few details

Pros

The full visibility on what the agents are doing and the easy reporting.

Cons

The fact that i cant log people from my admin account

Alternatives Considered

Zoiper

Reasons for Switching to Gladly

simple, easy to use and it teaches you how to be used
April Jae
Overall rating
  • Industry: Cosmetics
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Why we recommend Gladly

Reviewed on 15/01/2023

Overall, this tool helped in our daily Customer Experience, especially in how we are able to manage...

Overall, this tool helped in our daily Customer Experience, especially in how we are able to manage our daily tasks, in providing a fast response.

Pros

Our transition to Gladly was seamless and it provided a very satisfactory feature where we are able to interface with our members in a very seamless manner. super user-friendly and easy to navigate.

Cons

None that I can think of as so far the tool have been excellent in all ways and form.

Analyn
Overall rating
  • Industry: Apparel & Fashion
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Good!

Reviewed on 15/01/2023

Pros

Easy to use and very helpful in every task. There is no way for you to miss any task as it will always update on time.

Cons

System errors sometimes and logged when full of tasks

Junil
Overall rating
  • Industry: Consumer Services
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Quick and effective tool for customer support

Reviewed on 20/01/2023

My experience was very smooth, in all channels.

My experience was very smooth, in all channels.

Pros

The easy view on all the transactions from a specific customer.

Cons

I cannot think of any as of now since I am satisfied with the current set up.

lauren
Overall rating
  • Industry: Furniture
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

gladly review

Reviewed on 2/01/2023

i love it it is so easy to use and so helpful

i love it it is so easy to use and so helpful

Pros

very easy to use this software. convenient to use

Cons

wish u can take way more notes for each person and customer

Hafiz
Overall rating
  • Industry: Warehousing
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

I will gladly recommend "Gladly"

Reviewed on 9/12/2022

With Gladly, Support representatives feel empowered with natural efficiency, accompanied by a...

With Gladly, Support representatives feel empowered with natural efficiency, accompanied by a contemporary messaging interface that gives them the capability to converse across several channels and consequently the consumers feel pampered all the time.

Pros

Gladly is a customer-centric help desk platform for e-Com brands. Their great quote is, "Clients are not tickets or cases; they are actual human beings." They put customers and conversations as their top priority. Gladly provides an all-in-one platform for representatives to answer to clients across all channels from just one screen, "without tickets."

Cons

No real discomfort or negatives to report on Gladly as my team felt their experience enhanced significantly after the implementation of this software. If I can point out one single thing, the mobile application is slightly buggy at times.

Berlin
Overall rating
  • Industry: Cosmetics
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Gladly Review

Reviewed on 12/09/2022

So far, the experience is good. Gladly support is always there to assist!

So far, the experience is good. Gladly support is always there to assist!

Pros

I like the single-thread feature. It makes checking member contact history easier.

I also like how gladly is set up, it's very user friendly.

Cons

No Chat transcript - Hopefully they add that feature in the future.

No mobile app. If gladly can have a mobile app, it's easier to monitor the queue while your away from your computer.

Gloria
Overall rating
  • Industry: Retail
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Gladly review

Reviewed on 13/01/2022

I enjoy using Gladly. It is easy to used and easy to understand how to work with it to assist...

I enjoy using Gladly. It is easy to used and easy to understand how to work with it to assist customers

Pros

I love this software because of the many used and quality interactions

Cons

Every once in a while it kicks me out and I have to restart and search for customer I was working with

David
Overall rating
  • Industry: Consumer Services
  • Company size: 201–500 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great hollistic customer service interface.

Reviewed on 13/12/2022

It is helping us distribute the interaction load between several departments, tiers and agents,...

It is helping us distribute the interaction load between several departments, tiers and agents, also the addition of a digital calling interface that cannot be tampered with.

Pros

The way the system integrates tasks, comments, notes and pings to be able to fully assist a customer, even between various different departments to finish the interaction properly and timely.

Cons

I think that Liveboards could be improved regarding the refresh rate of the several statuses of logged in agents, specially when it is about "idle" times that could impact operations in a meaningful way.

William
Overall rating
  • Industry: Consumer Goods
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Have customers? You need to be using Gladly!

Reviewed on 17/05/2022

Just perfect, flawless. It's a comfort to know that each day when I log on I have such a reliable...

Just perfect, flawless. It's a comfort to know that each day when I log on I have such a reliable program to contact customers with.

Pros

Seamlessly move between customers, making my workload/shift more efficient. Everything is neatly organized and there's tons of functionality. Great support service.

Cons

There's genuinely no errors with the software. I use it everyday when I work. The program never quits unexpectedly and there's never any scheduled downtime during the workday.

Anthony
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

CXO Anthony

Reviewed on 9/03/2022

My overall experience with this system is fantastic I never to seem to run into any problems since...

My overall experience with this system is fantastic I never to seem to run into any problems since I started using it.

Pros

How easy it is to navigate through the system and how easily you can connect to customer info and the amount of info the system can hold without glitches.

Cons

I find the system to operate perfectly and for it to be able to pull up info fast.

Kamila
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Gladly review

Reviewed on 13/01/2022

very pleased with the experience thus far!

very pleased with the experience thus far!

Pros

Easy to use, very user friendly. Easy to manage the Team

Cons

inability to use external signatures in Gladly.

Celestine
Overall rating
  • Industry: Consumer Goods
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Gladly is great! Convenient, simple to use, and extremely beneficial to agents such as myself!

Reviewed on 12/11/2022

I'm glad I used this tool! It's extremely efficient and allows us to serve our members with the...

I'm glad I used this tool! It's extremely efficient and allows us to serve our members with the greatest possible customer service!

Pros

Apart from the simplicity this tool provides, all aspects of it are streamlined and organized.

Cons

Sometimes when there is an update, the software just blackens and it affects the work even for a minute since we do live channels.

Karla
Overall rating
  • Industry: Cosmetics
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Good Switch

Reviewed on 30/08/2022

Pros

I like how easy it is to access the previous conversation of the member

Cons

I don’t like how it won’t show you or it isn’t clear if the member replied already

Mandy
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Efficient

Reviewed on 6/10/2022

I'm overall satisfied with Gladly since we can easily go through members' previous contacts....

I'm overall satisfied with Gladly since we can easily go through members' previous contacts. Because of this, it's easier to look for a solution.

Pros

The members' contacts are streamlined and it's not difficult to check the members' previous concerns. Also, I liked the option to loop another department/people in the comment section of the task.

Cons

We cannot attach a document or a screenshot in the comment section of the task. It would be better if we can attach a screenshot.

Verified Reviewer
Overall rating
  • Industry: Telecommunications
  • Company size: 501–1,000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

User-Friendly

Reviewed on 11/10/2022

Smooth Transaction!

Smooth Transaction!

Pros

It has GLADLY ACADEMY COURSES. It's easier to understand the process because the platform provides its own training and progress.

Cons

Reporting, it's hard to generate the per-hour reporting and small screen for writing an email.

Karina
Overall rating
  • Industry: Consumer Services
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The best work app

Reviewed on 26/11/2022

It's been the best work app I've ever used

It's been the best work app I've ever used

Pros

All features are easy to use and really useful

Cons

Sometimes there is a glitch, when having another queue on, we still get calls. If they can fix this, it would be perfect