Gladly Features

Based on 140 Gladly reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Based on 252 Gladly reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 155 Gladly reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Based on 154 Gladly reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality

Based on 152 Gladly reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress

Based on 153 Gladly reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance

Based on 196 Gladly reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket

Based on 194 Gladly reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response

Based on 207 Gladly reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions

Based on 203 Gladly reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply

Based on 174 Gladly reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs)

Based on 197 Gladly reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Based on 194 Gladly reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives

Based on 203 Gladly reviews and verified by the G2 Product R&D team. Central repository for account and contact information

Based on 209 Gladly reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Based on 214 Gladly reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Based on 204 Gladly reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live

Based on 173 Gladly reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Based on 199 Gladly reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis.

Provides a repository of information that can be used by those seeking support. 240 reviewers of Gladly have provided feedback on this feature.

As reported in 225 Gladly reviews. Makes articles in the knowledge base searchable on the web.

Based on 190 Gladly reviews. Enables users to engage with other users to solve common issues.

Optimizes the customer self-service experience on mobile devices This feature was mentioned in 196 Gladly reviews.

As reported in 217 Gladly reviews. Gives the user targeted, personalized results based on their activity or preferences

Based on 210 Gladly reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

As reported in 222 Gladly reviews. Automates some or all operation related tasks

As reported in 212 Gladly reviews. Utilizes artificial intelligence to improve workflows or customer experiences

As reported in 208 Gladly reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Based on 326 Gladly reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Based on 352 Gladly reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.

Based on 296 Gladly reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients.

Based on 304 Gladly reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help.

Based on 253 Gladly reviews. Allows agents to join a customer's browser session and navigate through the website with them.

Based on 252 Gladly reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 317 Gladly reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.

Based on 276 Gladly reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers.

Based on 333 Gladly reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.

Based on 323 Gladly reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.

Based on 356 Gladly reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

As reported in 178 Gladly reviews. Scours various channels for brand mentions to proactively seek reparative communications.

Creates and assigns support tickets, scheduling them in a timely manner. 194 reviewers of Gladly have provided feedback on this feature.

Allows administrators to create templated responses to frequently asked questions. This feature was mentioned in 180 Gladly reviews.

Ability to connect agents with customers through Live Chat. 236 reviewers of Gladly have provided feedback on this feature.

As reported in 188 Gladly reviews. Connects employees with customers through a social media solution.

Based on 225 Gladly reviews. Ability to connect agents with customers through email.

Based on 224 Gladly reviews. Connects employees with customers through a calling solution.

Ability to connect agents with customers through text message solution. This feature was mentioned in 226 Gladly reviews.

As reported in 423 Gladly reviews. Provides voice call functionality.

Based on 355 Gladly reviews. Provides an interface for one or more social media channels.

Includes or integrates with live chat initiaited from the company's web site. This feature was mentioned in 391 Gladly reviews.

Accepts contacts initiated through SMS or other mobile text functions. 385 reviewers of Gladly have provided feedback on this feature.

Allows CSRs to receive and answer customer emails. 427 reviewers of Gladly have provided feedback on this feature.

Provides opportunity for customers to give feedback through a survey. 196 reviewers of Gladly have provided feedback on this feature.

As reported in 197 Gladly reviews. Enables administrators to create customized reports reflecting customer satisfaction.

Based on 180 Gladly reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. This feature was mentioned in 181 Gladly reviews.

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. 383 reviewers of Gladly have provided feedback on this feature.

Based on 389 Gladly reviews. Callers can be routed to a queue or placed on hold until an agent becomes available.

Place a large or unlimited volume of calls simultaneously without diminishing the call quality. This feature was mentioned in 367 Gladly reviews.

As reported in 343 Gladly reviews. Includes an interactive phone menu.

Based on 375 Gladly reviews. Populates CSR's screen with available customer data.

As reported in 367 Gladly reviews. Maintains and shares information across channels and agents as the case progresses.

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. 394 reviewers of Gladly have provided feedback on this feature.

Based on 345 Gladly reviews. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. This feature was mentioned in 381 Gladly reviews.

Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. 382 reviewers of Gladly have provided feedback on this feature.

Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. 347 reviewers of Gladly have provided feedback on this feature.

As reported in 301 Gladly reviews. Identifies the customer and personalizes interaction at every touchpoint.

Allows multiple related channels to interact at once to reduce transfers. 277 reviewers of Gladly have provided feedback on this feature.

Based on 277 Gladly reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history.

Provides features for sending outbound messages to engage customers through proactive support. 248 reviewers of Gladly have provided feedback on this feature.

Based on 292 Gladly reviews. Can route contacts to agents the customer has worked with before.

Provides features for escalating conversations to the appropriate agent. 283 reviewers of Gladly have provided feedback on this feature.

Maintains a transcript of conversations from all channels. This feature was mentioned in 270 Gladly reviews.

As reported in 254 Gladly reviews. Enables customers to resolve queries or issues without the assistance of an agent.

Is able to process inquiries submitted by text data from live chat, email, or SMS 56 reviewers of Gladly have provided feedback on this feature.

Comprehends human speech and can transcribe it to text for processing 52 reviewers of Gladly have provided feedback on this feature.

Based on 54 Gladly reviews. The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries

The platform is able to automatically determine how to resolve help tickets without assistance by human agents This feature was mentioned in 52 Gladly reviews.

The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence 55 reviewers of Gladly have provided feedback on this feature.

When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to 54 reviewers of Gladly have provided feedback on this feature.

Based on 13 Gladly reviews. Allows users to automate responses to customer inquiries across various channels.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. 12 reviewers of Gladly have provided feedback on this feature.

Based on 12 Gladly reviews. Allows users to automate the handling, processing, and management of documents.

As reported in 55 Gladly reviews. The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses

Based on 57 Gladly reviews. The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers

Based on 63 Gladly reviews. Allows users to generate text based on a text prompt.

Based on 65 Gladly reviews. Condenses long documents or text into a brief summary.

Based on 109 Gladly reviews. Allows users to generate text based on a text prompt.

As reported in 111 Gladly reviews. Condenses long documents or text into a brief summary.

As reported in 75 Gladly reviews. Simulates human-like speech from text inputs.

Condenses long documents or text into a brief summary. This feature was mentioned in 81 Gladly reviews.

Allows users to generate text based on a text prompt. 60 reviewers of Gladly have provided feedback on this feature.

Condenses long documents or text into a brief summary. This feature was mentioned in 60 Gladly reviews.

As reported in 145 Gladly reviews. Simulates human-like speech from text inputs.

As reported in 106 Gladly reviews. Allows users to generate text based on a text prompt.

Based on 107 Gladly reviews. Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt. This feature was mentioned in 44 Gladly reviews.

Condenses long documents or text into a brief summary. This feature was mentioned in 45 Gladly reviews.

Based on 13 Gladly reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly.

Based on 12 Gladly reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input. 13 reviewers of Gladly have provided feedback on this feature.

As reported in 13 Gladly reviews. Allows the AI agent to identify and resolve issues without user intervention.

As reported in 13 Gladly reviews. Allows the AI agent to autonomously resolve customer queries without human intervention.

As reported in 12 Gladly reviews. Enables the AI agent to provide accurate answers based on the context of customer inquiries.

Allows the AI agent to analyze customer sentiment and adjust responses accordingly. This feature was mentioned in 12 Gladly reviews.

Enables the AI agent to retrieve information from a knowledge base to assist with query resolution. 14 reviewers of Gladly have provided feedback on this feature.

As reported in 12 Gladly reviews. Provides users the ability to interact with the AI agent in multiple languages for global support.

As reported in 12 Gladly reviews. Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.

As reported in 11 Gladly reviews. Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately. This feature was mentioned in 11 Gladly reviews.

Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times. 13 reviewers of Gladly have provided feedback on this feature.

As reported in 17 Gladly reviews. Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes This feature was mentioned in 17 Gladly reviews.

Works across multiple software systems or databases This feature was mentioned in 17 Gladly reviews.

Improves performance based on feedback and experience 17 reviewers of Gladly have provided feedback on this feature.

Engages in human-like conversation for task delegation 17 reviewers of Gladly have provided feedback on this feature.

Anticipates needs and offers suggestions without prompting This feature was mentioned in 17 Gladly reviews.

Makes informed choices based on available data and objectives This feature was mentioned in 17 Gladly reviews.

Based on 25 Gladly reviews. Capability to perform complex tasks without constant human input

As reported in 25 Gladly reviews. Works across multiple software systems or databases

Engages in human-like conversation for task delegation This feature was mentioned in 25 Gladly reviews.

As reported in 25 Gladly reviews. Anticipates needs and offers suggestions without prompting

As reported in 27 Gladly reviews. Capability to perform complex tasks without constant human input

Based on 27 Gladly reviews. Engages in human-like conversation for task delegation

As reported in 27 Gladly reviews. Anticipates needs and offers suggestions without prompting